Customer Care Member Service Representative

Allegiant•Las Vegas, NV

23h•Onsite

About The Position

The Customer Care Member Service Representative is responsible for fielding incoming calls and answering emails from Allegiant Credit Card holders. Responsibilities include, but are not limited to, booking BOGO reservations, assisting with account linking, answering general questions regarding points and member statements, and acting as the subject matter expert for the credit card product. The ideal candidate for this position will be dedicated to understanding the needs of our customers, have a passion for customer care, and be committed to proactive service and recovery as required. The Member Services team will work to tailor our passengers’ experience using the resources and tools we provide. Members of this team will operate in a highly collaborative manner to set the standard and ultimately define the Allegiant service culture.

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.
High School Diploma/GED
Minimum three (3) years of customer service experience.
Advanced computer literacy skills, proficient in Microsoft Office.
Excellent communication skills, both verbal and written.
Must have the availability to work all hours and days, including evenings, weekends, and holidays.
Ability to think independently and make sound decisions to maximize the customer service experience and program profitability.
Ability to effectively manage time, prioritize tasks, and perform multiple responsibilities simultaneously.
Possess the skills to multitask emails, Teams communications, and phone conversations.
Solution-oriented when faced with problems.
Demonstrated ability to provide exceptional customer service.
Exceptional organizational skills and demonstrated multitasking abilities.
Excellent interpersonal, communication, problem-solving, and analytical thinking skills are required.
Ability to handle conflict with ease, professionalism, and confidence while establishing rapport with colleagues.
Ability to maintain confidentiality of company and staff sensitive information.
Excellent interpersonal skills to effectively work with a diverse staff.
Team player who supports and demonstrates a strong work ethic while maintaining a positive attitude and striving to be a role model at all times.
Consistently praises, rewards, and recognizes service accomplishments at the agent, team, and department levels for service and quality excellence.
Ability and willingness to work on special projects for further development.
Open to participating in and partnering on recurrent training as a development opportunity.
Approachable: Spends the extra effort to put others at ease. An exceptional listener who is gracious, sensitive, and patient.
Initiative: Creates and seizes opportunities even when faced with uncertainty.
Interpersonal Savvy: Builds rapport quickly by listening, sharing, understanding, and comforting.
Dedicated: Passionate about service enhancements and exceeding customer expectations.
Self-Assurance: Confident in the ability to meet goals.
Composure: Cool under pressure; does not show frustration or become defensive when faced with challenging or stressful situations; can logically analyze and handle the unexpected.

Nice To Haves

Three (3) plus years experience in customer service.
Bilingual.

Responsibilities

Assist with the redemption process for points and buy one get one (BOGO) reservations.
Handle incoming and outgoing calls and respond to email inquiries from [email protected].
Assist customers with making new travel itineraries, which also includes changes and cancellations of their air, hotel, automobile, and ancillary travel plans.
Answer member questions regarding point balances.
Assist members with the point redemption process.
Assist members with MyAllegiant login issues.
Act as a subject matter expert (SME) for the Customer Care team.
Serve as a liaison between our credit card holders and Bank of America.
Track trends with the card and report issues and concerns to management.
Log all loyalty reservations and escalated issues in the Loyalty Portal.
Complete special projects as assigned.
Model Allegiant’s customer service standards in personal actions and when providing direction.
Other duties as assigned.