Customer Relations Correspondence Coordinator

We welcome candidates who thrive in a fast-paced environment and have strong attention to detail.

About the role

The Customer Relations Correspondence Coordinator (CRCC) serves as a front-line, go-to resource for customer needs and inquiries. You will handle incoming chats, SMS text messages, and emails efficiently and professionally, providing exceptional customer support. Responsibilities include identifying travel needs, modifying reservations, and consulting on travel-related issues to deliver a satisfying customer experience. You will demonstrate broad knowledge of Allegiant’s product offerings, policies, procedures, and systems, adjusting your written communication style and tone to match the customer’s needs. As business demands, you may also provide outbound phone customer service.

Responsibilities

• Handle multiple chat and SMS text conversations simultaneously while maintaining accuracy and professionalism.
• Multi-task between multiple booking systems to process customer requests.
• Assist customers with information, modifications, changes, or cancellations of air, hotel, and ancillary travel plans via live chat.
• Resolve customer problems and complaints to ensure satisfaction.
• Maximize revenue by identifying customer travel product needs and offering purchasing options when applicable.
• Collaborate with other teams or departments to escalate and solve complex problems.
• Document customer interactions accurately and comprehensively.
• Maintain high service standards by adhering to established quality metrics.
• Meet or exceed scorecard requirements for productivity, schedule adherence, quality, and attendance.
• Adapt to changes in processes, policies, and technology to meet evolving customer needs.
• Ensure training requirements (new hire, recurrent, supplemental, etc.) are met.
• Cross-train to support Customer Relations Representatives with email case resolution and Social Media Support as needed.
• Model Allegiant’s customer service standards in personal actions.
• Perform other duties as assigned by management based on skill-set requirements.

Requirements

• Combination of education and experience will be considered.
• Must be authorized to work in the U.S. as defined by the Immigration Act of 1986.
• Must pass a criminal background check.
• High school diploma or equivalent; college preferred.
• Minimum six (6) months of experience in customer service (G4 Customer Care preferred).
• Ability to think critically and apply logical problem-solving skills.
• Strong work ethic with the ability to act independently.
• Ability to work in a fast-paced environment and handle stressful situations calmly.
• Basic computer skills; typing speed greater than 50 WPM.
• Proficient in MS Office products.
• Excellent written communication skills.
• Ability to communicate effectively via Zoom, Microsoft Teams, email, and live chat.
• Adaptable to constantly changing environments.
• Must be able to read, write, and speak English to receive and understand instructions, directives, and ensure safety, as well as interact with customers.
• Must be at least 18 years of age.

Preferred Qualifications

• Bilingual (Spanish).
• G4 Customer Care experience.

Skills

• Critical thinking and problem-solving.
• Strong written and verbal communication.
• Proficiency in MS Office and computer systems.
• Ability to multitask and adapt in a dynamic environment.
• High attention to detail and accuracy.

Physical Requirements

• Regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands/fingers to operate a computer, keyboard, printer, and phone.
• May be required to lift, push, pull, or carry up to 20 lbs.
• May be required to work various shifts in a 24-hour operation.
• Regular attendance is required.
• Exposure to moderate noise (e.g., office environment with computers, phones, printers, and foot traffic), temperature, and light fluctuations.
• Ability to work in a confined area and sit at a computer terminal for extended periods.
• Some travel may be required.
• Must be able to report to assigned work location during national or state emergencies unless prohibited by local, state, or federal order.

Pay

$18 - $22 an hour