Customer Support Crewmember - Inbound/Outbound Customer Interactions and Service Excellence

Join the Avelo Customer Support Center Team: Delivering Exceptional Service and Support

Are you passionate about providing top-notch customer service and support? Do you thrive in fast-paced environments and enjoy working with people? Look no further than Avelo's Customer Support Center (CSC) team! As a Customer Support Crewmember, you will be the face of our company, interacting with customers through various channels, including phone, chat, SMS text, and email. You will be responsible for resolving customer inquiries, requests, and needs while upholding our core values and "Soul of Service" philosophy.

About Avelo and Our Customer Support Center

Avelo is a leading company dedicated to providing exceptional travel experiences to our customers. Our Customer Support Center is the hub of our customer interactions, and we are seeking talented and motivated individuals to join our team. As a Customer Support Crewmember, you will be an integral part of our CSC, working closely with our customers and internal stakeholders to deliver outstanding service and support.

Key Responsibilities:

• Provide Exceptional Customer Service: Respond to inbound and outbound customer interactions through various channels, including phone, chat, SMS text, and email.
• Resolve Customer Inquiries: Effectively and efficiently resolve customer inquiries, requests, and needs while maintaining high standards of service, sales, and operational support.
• Support Booking and Reservations: Perform all assigned activities related to booking, modifying, and supporting customer reservations.
• Sell Flights and Ancillary Products: Sell flights and ancillary products and services to customers while meeting sales targets and performance standards.
• Maintain KPI Performance Standards: Meet and exceed key performance indicators (KPIs) as defined by the CSC, including first-call resolution, customer satisfaction, and sales targets.
• Work in a Fast-Paced Environment: Work in a fast-paced environment, handling multiple customer interactions simultaneously while maintaining a high level of professionalism and courtesy.

Requirements and Qualifications:

Essential Qualifications:

• High School Diploma or GED: High School Diploma or General Education Development (GED) Diploma required.
• Customer Service Experience: One (1) year of customer service or sales experience in a call center or similar environment.
• Technical Proficiency: Technically proficient in working with CSC systems/programs/tools, including Radixx Res, RadixxGo, ZenDesk, and MIS Choice DCS.
• Communication Skills: Excellent verbal (telephone) and written communication skills, including grammar and spelling.
• Organizational Skills: Strong organizational skills, with attention to detail and ability to prioritize tasks.

Preferred Qualifications:

• Previous Sales Experience: Previous sales and call center experience is preferred.
• Microsoft Office Suite: Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer.

Competencies and Skills:

Functional Competencies:

• Problem-Solving: Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment.
• Multitasking: Ability to navigate through concurrent digital interactions with more than one customer at a time.
• Time Management: Ability to manage time effectively, prioritizing tasks and meeting deadlines.

Behavioral Competencies:

• Organizational Fit: Organizational fit with Avelo's core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew.
• Customer Service Skills: Strong customer service skills, with ability to remain calm and courteous under pressure.
• Regular Attendance: Regular attendance and punctuality, with ability to work flexible hours and respond to short notice.

What We Offer:

As a Customer Support Crewmember, you will enjoy a range of benefits and perks, including:

• Competitive Compensation: Competitive salary and benefits package.
• Opportunities for Growth: Opportunities for career growth and professional development.
• Flexible Work Arrangements: Flexible work arrangements, including work-from-home options.
• Comprehensive Training: Comprehensive training program to ensure success in your role.
• Recognition and Rewards: Recognition and rewards for outstanding performance.

Work Environment and Company Culture:

At Avelo, we pride ourselves on a positive and supportive work environment. Our company culture is built on our core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew. We strive to create a workplace where our employees feel valued, respected, and empowered to succeed.

How to Apply:

If you are passionate about delivering exceptional customer service and support, and you are looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Don't miss this opportunity to join our team and start your journey with Avelo. Apply now and take the first step towards a fulfilling and rewarding career in customer support!