Customer Relations Correspondence Coordinator

Summary The Customer Relations Correspondence Coordinator (CRCC) must thrive in a fast-paced environment and obtain strong attention to detail. A CRCC will be responsible for handling incoming chats, SMS text messages, and emails in an efficient and timely manner. Always providing professional customer support while serving as a front line, go-to resource for customer needs and inquiries. A CRCC will identify a customer's travel needs, modify existing reservations, and consult on travel related issues to deliver a satisfying customer experience by demonstrating broad based knowledge of Allegiant product offerings, policies, procedures, and systems. A CRCC must effectively assess the customer audience and adjust style and tone of written correspondence to match that of the customer. As business demands, resolution of customer inquiries may include outbound phone customer service. Visa Sponsorship Available No Minimum Requirements Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check. Education: High School Diploma/GED Education Details: High School diploma or equivalent; College preferred. Years of Experience: Minimum six (6) months of experience in customer service (G4 Customer Care preferred). Valid/Unexpired Passport Book: No Valid/Unexpired Driver's License: No Ability to think critically and apply logical problem-solving skillsStrong work ethic, with the ability to act independentlyAbility to work in a fast-paced environment and handle stressful situations calmlyBasic computer skills; Typing speed > 50 WPMComputer proficient; MS Office productsExcellent written communication skillsAbility to effectively communicate via Zoom, Microsoft Teams, email, live chat etcAdaptable to constantly changing environmentsThe ability to read, write, and speak English to receive and understand instructions, directives, and ensure safety, as well as the ability to interact with customers, is a requirement of the jobMust be at least 18 years of age Preferred Requirements Bilingual (Spanish)G4 Customer Care experience Job Duties Handle multiple chat and SMS text conversations simultaneously while maintaining a high level of accuracy and professionalismMulti-task between multiple booking systems to process requestsAssist customer with providing information, modifying existing itineraries which also includes changes and cancellations of their air, hotel and ancillary travel plans via live chatAssists with resolving customer problems and/or complaints that may occur to ensure customer satisfactionMaximize revenue by identifying customer travel product needs and offer purchasing options when applicableCollaborate with other teams or departments to escalate and solve complex problems when necessaryDocument customer interactions accurately and comprehensivelyMaintain high standards of service by adhering to established quality metricsMeets or exceeds scorecard requirements for productivity, schedule adherence, quality, and attendanceAdapt to changes in processes, policies, and technology to meet evolving customer needsEnsure training requirements are met, i.e., new hire, recurrent, supplemental, and other trainingCross trained to assist in supporting our Customer Relations Representatives for email case resolution and Social Media Support Representatives, as neededModel Allegiant's customer service standards in personal actionsOther duties as assigned when approved by management upon determination of skill-set requirement Physical Requirements The Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role. Office - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, key board, printer, and phone. May be required to lift, push, pull, or carry up to 20 lbs. May be required to work various shifts/days in a 24-hour situation. Regular attendance is a requirement of the role. Exposure to moderate noise (i.e. business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period of time. Some travel may be a requirement of the role. Essential Services Provider Allegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during national and state emergencies unless prohibited by local, state or federal order. EEO Statement We welcome all individuals from varied backgrounds and experiences to apply. Our company values the unique perspectives and talents that each person brings to our team. Equal Opportunity Employer: Disability/Veteran For more information, see https://allegiantair.jobs We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.