Customer Relations Representative

Allegiant•Las Vegas, NV

1d•Onsite

About The Position

This Customer Relations Representative (CRR) is responsible for handling incoming customer correspondence via multiple channels including, but not limited to email, fax, and physical mail to resolve, pre, mid, and post travel inquiries and complaints. The primary responsibility of a CRR is to respond to customer communication in the order received based on DOT regulations of categorical content. Emphasis is placed on addressing every concern presented by the customer while adhering to terms and conditions via phone and written correspondence.

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 six (6) months of Customer Service/Relations experience, preferably in the airline industry.
Excellent written communication skills with a keen eye for detail.
Previous experience in customer support, preferably in an email-centric role.
Strong organizational and time-management skills to handle a high volume of emails efficiently.
Empathy and a customer-centric mindset with the ability to manage challenging situations professionally.
Proficient in using email management tools and systems.
Problem-solving skills and the ability to think critically to address customer concerns.
Familiarity with the products or services offered by the company.
Adaptable to changes in processes and procedures.

Nice To Haves

Basic knowledge of CRM systems or ticketing platforms.
Airline industry experience.

Responsibilities

Address customer inquiries, concerns, and requests with a focus on delivering high-quality and personalized responses.
Ability to multi-task through multiple booking systems.
Prioritize and categorize emails based on urgency and importance.
Investigate and resolve customer issues, collaborating with other teams if necessary.
Resolve high level, escalated customer complaints promptly and efficiently including complaints escalated to the Executive level.
Track cases and resolution in department database and keep detailed records of customer interactions including inquiries, and action taken as appropriate.
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, email, and phone.
Track incidents through internal reporting systems and collaborate with third party companies to resolve injury and insurance claims.
May assist in the development and implementation of new processes, procedures, and systems to improve customer service by providing necessary reports and information to management.
Monitor fraud detection/prevention, customer complaint resolution, regulatory compliance, cost avoidance/reduction relating to Customer Relations issues, internal and external communications, customer retention and report as required.
Meet or exceed scorecard requirements for productivity, schedule adherence, and attendance.
Adhere to quality standards for email responses, ensuring consistency and professionalism.
Participate in ongoing training to stay updated on best practices and company policies.
Work as a backup for Customer Relations Correspondence Coordinator to provide live chat and SMS text assistance.
Model Allegiant's customer service standards in personal actions.
Other duties as assigned when approved by management upon determination of skill-set requirement.