Customer Relations Representative

Visa sponsorship is not available. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a criminal background check.

About the Role

This Customer Relations Representative (CRR) is responsible for handling incoming customer correspondence via multiple channels including email, fax, and physical mail to resolve pre, mid, and post-travel inquiries and complaints. The primary responsibility is to respond to customer communication in the order received based on DOT regulations of categorical content, addressing every concern while adhering to terms and conditions via phone and written correspondence.

Requirements

• Combination of education and experience will be considered.
• High school diploma or GED.
• Minimum six (6) months of customer service/relations experience, preferably in the airline industry.
• Excellent written communication skills with a keen eye for detail.
• Previous experience in customer support, preferably in an email-centric role.
• Strong organizational and time-management skills to handle a high volume of emails efficiently.
• Empathy and a customer-centric mindset with the ability to manage challenging situations professionally.
• Proficient in using email management tools and systems.
• Problem-solving skills and the ability to think critically to address customer concerns.
• Familiarity with the products or services offered by the company.
• Adaptable to changes in processes and procedures.

Preferred Qualifications

• Basic knowledge of CRM systems or ticketing platforms.
• Airline industry experience.

Responsibilities

• Address customer inquiries, concerns, and requests with a focus on delivering high-quality and personalized responses.
• Multi-task through multiple booking systems.
• Prioritize and categorize emails based on urgency and importance.
• Investigate and resolve customer issues, collaborating with other teams if necessary.
• Resolve high-level, escalated customer complaints promptly and efficiently, including complaints escalated to the Executive level.
• Track cases and resolution in the department database and keep detailed records of customer interactions, including inquiries and actions taken.
• Assist customers with providing information, modifying existing itineraries, including changes and cancellations of their air, hotel, and ancillary travel plans via live chat, email, and phone.
• Track incidents through internal reporting systems and collaborate with third-party companies to resolve injury and insurance claims.
• May assist in the development and implementation of new processes, procedures, and systems to improve customer service by providing necessary reports and information to management.
• Monitor fraud detection/prevention, customer complaint resolution, regulatory compliance, cost avoidance/reduction relating to Customer Relations issues, internal and external communications, customer retention, and report as required.
• Meet or exceed scorecard requirements for productivity, schedule adherence, and attendance.
• Adhere to quality standards for email responses, ensuring consistency and professionalism.
• Participate in ongoing training to stay updated on best practices and company policies.
• Work as a backup for Customer Relations Correspondence Coordinator to provide live chat and SMS text assistance.
• Model Allegiant's customer service standards in personal actions.
• Perform other duties as assigned when approved by management upon determination of skill-set requirement.

Physical Requirements

The physical demands and work environment described here are 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.

• Regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and 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/days in a 24-hour situation.
• Regular attendance is a requirement of the role.
• Exposure to moderate noise (e.g., business office 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 an extended period of time.
• Some travel may be a requirement of the role.

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 such emergencies unless prohibited by local, state, or federal order.

Pay

$19 - $24 an hour

Schedule

Full-time and part-time positions available.

Benefits

Full-time Benefits:

• Profit Sharing
• Medical, Dental, Vision, Life, and Disability Insurance
• Medical Travel Reimbursement
• Legal, Identity, and Pet Insurance
• 401K with an employer match
• Employee Stock Purchase Plan
• Employee Assistance Program
• Flight Benefits
• Paid vacation, holidays, and sick time

Part-time Benefits:

• Profit Sharing
• Medical Travel Reimbursement
• Legal, Identity, and Pet Insurance
• 401K with an employer match
• Employee Stock Purchase Plan
• Employee Assistance Program
• Flight Benefits
• Sick time