The Role
Handle incoming chats, SMS, and emails to resolve travel-related inquiries, modify reservations, and maximize revenue by recommending products. Multi-task across booking systems, document interactions, meet quality and productivity metrics, escalate complex issues, and support related email and social media case resolution. Must adapt tone to customers and participate in required training.
Summary Generated by Built In
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 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 > 50 WPM.
•Computer proficient; MS Office products.
•Excellent written communication skills.
•Ability to effectively communicate via Zoom, Microsoft Teams, email, live chat etc.
•Adaptable to constantly changing environments.
•The 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 job.
•Must 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 professionalism.
•Multi-task between multiple booking systems to process requests.
•Assist customer with providing information, modifying existing itineraries which also includes changes and cancellations of their air, hotel and ancillary travel plans via live chat.
•Assists with resolving customer problems and/or complaints that may occur to ensure customer satisfaction.
•Maximize revenue by identifying customer travel product needs and offer purchasing options when applicable.
•Collaborate with other teams or departments to escalate and solve complex problems when necessary.
•Document customer interactions accurately and comprehensively.
•Maintain high standards of service by adhering to established quality metrics.
•Meets or exceeds 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 are met, i.e., new hire, recurrent, supplemental, and other training.
•Cross trained to assist in supporting our Customer Relations Representatives for email case resolution and Social Media Support Representatives, as needed.
•Model Allegiant's customer service standards in personal actions.
•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 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
Skills Required
- Authorized to work in the US (as defined by the Immigration Act of 1986)
- Pass a Criminal Background Check
- High School Diploma or GED (college preferred)
- Minimum six months customer service experience
- Typing speed greater than 50 WPM
- Basic computer skills; proficiency with MS Office products
- Excellent written communication skills
- Ability to communicate effectively via Zoom, Microsoft Teams, email, live chat
- Ability to read, write, and speak English
- Must be at least 18 years of age
- Bilingual (Spanish)
- G4 Customer Care experience
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The Company
What We Do
Las Vegas-based Allegiant (NASDAQ: ALGT) is focused on linking travelers in small cities to world-class leisure destinations. The airline offers industry-low fares on an all-jet fleet while also offering other travel-related products such as hotel rooms and rental cars. All can be purchased only through the company website, Allegiant.com. Beginning with one aircraft and one route in 1999, the company has grown to more than 92 aircraft and 350 routes across the country with base airfares less than half the cost of the average domestic roundtrip ticket.
