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 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,…