Experienced Senior Customer Advocate – Customer Relations and Accessibility Services with Remote Work Options

Join the Team at blithequark: Where Low Fares Meet High Standards of Customer Care

At blithequark, we're dedicated to making air travel accessible and affordable for everyone. Our mission, "Low Fares Done Right," is more than just a slogan – it's our commitment to providing low fares while ensuring friendly and easy travel experiences for our customers. We're looking for a Senior Customer Advocate to join our team, focusing on customer relations and accessibility services. This role offers the opportunity to work remotely or be based at our headquarters in Denver, CO, and is a chance to be part of a dynamic team that values innovation, customer satisfaction, and employee well-being.

About blithequark and Our Industry

blithequark is a leading airline in the United States, Canada, the Dominican Republic, and Mexico, with over 100 destinations and more than 350 daily flights. We're proud of our reputation for delivering "Low Fares Done Right" and have received several accolades, including the Federal Aviation Administration's 2018 Diamond Award for maintenance excellence and recognition as the industry's most fuel-efficient airline by The International Council on Clean Transportation (ICCT). Our commitment to customer care and accessibility is at the forefront of everything we do.

What We Stand For

At blithequark, we believe in:

• Delivering affordable prices without compromising on service quality.
• Making travel friendly and easy for our customers.
• Using resources efficiently and making smart business decisions.
• Innovating and trying new things to stay ahead.
• Providing a warm and friendly experience that demonstrates Rocky Mountain Hospitality.

Work Perks and Benefits

We offer a range of benefits and perks to our team members, including:

• Flight benefits for you and your family to fly on blithequark.
• Buddy passes for your friends.
• Discounts throughout the travel industry on hotels, car rentals, cruises, and vacation packages.
• Discounts on cell phone plans, movie tickets, restaurants, luggage, and over 2,000 other vendors.
• A 'Dress for your Day' business casual environment.
• Flexible work schedules that support work/life balance.
• A Total Rewards program including a competitive base salary, short-term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time, and medical/dental/vision insurance.
• The HOPE League, blithequark's non-profit organization, provides employees with financial assistance during catastrophic hardship.

Job Summary

We're seeking an experienced Senior Customer Advocate to lead our customer relations and accessibility services. This role involves handling escalated external customer complaints, inquiries, and compliments, particularly those related to the Department of Transportation (DOT) and disability travel. You'll ensure that customers receive prompt, efficient, and courteous service, and play a key role in guiding specialized customer relations agents and advocates.

Key Responsibilities

As a Senior Customer Advocate, your main responsibilities will include:

• Handling escalated and disability complaints, ensuring responses are in accordance with DOT regulations.
• Providing substantive, dispositive, and timely responses to disability complaints.
• Identifying areas of improvement and determining follow-up actions to correct deficiencies.
• Mentoring Customer Relations Agents and Advocates to ensure they are current with company policies and disability regulations.
• Analyzing disability complaints, interpreting trends, and determining follow-up actions.
• Working cross-functionally to implement corrective steps and testing procedures to ensure their effectiveness.
• Identifying policy and procedure inconsistencies and providing recommendations for improvement.
• Keeping current with DOT regulations and monitoring other airlines' disability practices.

Essential and Preferred Qualifications

To succeed in this role, you will need:

• A minimum of 5 years of call center, customer service center, or airline experience, including operations and/or customer service.
• An Associate or Bachelor's degree is preferred; a high school diploma or GED is required.
• Airline experience, preferably in ATO or reservations, working with reservations systems, is an advantage.
• Familiarity with Windows-based software programs and database experience.
• Experience in conflict resolution and working with customers to find resolutions.

Knowledge, Skills, and Abilities

We are looking for someone with:

• The ability to de-escalate customer issues.
• Efficient and effective written and verbal communication skills.
• Working knowledge of Social Media networks such as Facebook and Twitter.
• The ability to respect privacy issues concerning property and confidential information.
• Proven letter-writing abilities with high proficiency in grammar and spelling.
• Familiarity with Windows-based software programs and database experience.
• The aptitude to make fair and unbiased appraisals of customer concerns.
• Working knowledge of DOT regulations that impact airline travel, especially related to complaint handling.
• Familiarity with the DOT's federal regulations, 14 CFR Part 382 - Nondiscrimination on the Basis of Disability in Air Travel.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our team members. You'll have access to:

• Mentorship programs to help you advance in your career.
• Training and development opportunities to enhance your skills.
• Cross-functional projects that allow you to work with different teams and departments.
• A dynamic work environment that encourages innovation and creativity.

Work Environment and Company Culture

We offer a flexible work environment with options for remote work or working from our headquarters in Denver, CO. Our company culture is built on:

• A commitment to diversity, equity, and inclusion.
• A focus on customer satisfaction and employee well-being.
• A dynamic and innovative work environment.
• Opportunities for growth and development.

Compensation, Perks, and Benefits

We offer a competitive salary range of $46,715 - $62,006, along with a comprehensive benefits package that includes:

• Medical, dental, and vision insurance.
• 401(k) plan with company match.
• Paid holidays and vacation time.
• Flexible work schedules.

How to Apply

If you're passionate about customer care and accessibility, and you're looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. Please submit your application by August 1, 2024, to be considered for this role.

blithequark is an Equal Opportunity Employer and welcomes applications from diverse candidates. We're committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, marital status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.