System Customer Service Manager

Frontier Airlines • Denver, CO

1d • $58,394 - $77,508 • Onsite

About The Position

Housed in the System Operations Control Center and as required by the DOT’s Enhanced Passenger Protection Act, the System Customer Service Manager (SCSM) is responsible for the planning and coordination of all passenger movement throughout Frontier’s 70+ station network. The SCSM serves as the primary point of contact for all customer service operations and customers impacted by flight cancellations and irregular operations.

Requirements

• Demonstrated leadership/management experience in Aviation; minimum 3 years preferred
• Focused on perfection, attention to detail, ability to multi-task in a fast-paced environment, ability to communicate effectively and follow through of multiple on-going tasks
• Familiarity with System Operations Control software and technology (SABRE FliteTrac)
• Strong knowledge of customer service, airport and airline operations
• Computer Applications and Software including Microsoft Office Suite, SABRE FliteTrac, and Navitaire
• Excellent communication skills, including ability to successfully interact with airport authorities, government agents and executive leadership.
• Strong interpersonal skills and ability to work well with other departments, agencies and individuals
• Highly motivated, able to handle multiple, high profile tasks calmly
• Proven ability to make optimal, balanced decisions during stress irregular situations

Responsibilities

• Ensure that all Frontier operations are conducted in a safe manner, compliant with all applicable FARs, contractual obligations and company policies and procedures.
• Coordinate, communicate and manage the daily customer service operation of the airline, striving to provide maximum customer service while maintaining operational performance.
• Coordinate closely with the SOC Manager to insure efficient day-to-day operations, protection of passenger revenue throughout the system, communicating operational decisions and options and determining the impact of operational and SOC decisions on airport operations.
• Supervise system customer service issues, providing guidance and direction to stations and hubs during both regular and irregular operations, including the pro-active management of connecting customers across the system.
• Provide leadership during Irregular Operations, including: Minimize and limit impact to customers via extensive delays and/or cancellations. Develop service recovery plans for displaced customers. Communicate with station and hub, all cancellations, extended delays and passenger impact. Integrate the needs and customer handling requirements of the SOC Manager, working to minimize customer impact to the best extent possible. Minimize service disruption and insure customer impact is kept to a minimum.
• Administer passenger protection options in conjunction with station and or hub passenger planning center. Authorize interrupted trip expenses as necessary in compliance with company policy.
• Responsible for coordinating and communicating with the Director, System Operations Control, the daily activities and movement of passengers across the Frontier network - ensuring there are no issues, conflicts or situations which would prove detrimental to the overall operation.
• Perform daily administrative functions which have a direct impact on the revenue generation of the airline, including; maintaining proper authorization levels, seat map assignments, supervise the needs of special need passengers and VIPs across the system, communicating with station personnel and leadership as necessary.
• Coordinate and book all necessary FAA inspection rides.
• Commit and control carrier funds, including immediately available forms of corporate payment, as needed during operations, including charter and ad-hoc operations.
• Assist in the recruiting process and hiring of SOC personnel as required.
• Aid and recommend in the discipline and termination process as required. Provide assistance and recommendations for the coaching, counseling and discipline of SOC and Customer Service personnel.
• Coordinate flight activity with code-share and regional partners.
• Provide effective team leadership within the SOC in order to attain all Frontier corporate goals and objectives.
• Initial point of contact and communication in the event of a required emergency response.

Benefits

• Flight benefits for you and your family to fly on Frontier Airlines.
• Buddy passes for your friends so they can experience what makes us so great.
• 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.
• Enjoy a ‘Dress for your Day’ business casual environment.
• Flexible work schedules that support work/life balance.
• 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 that begins the 1st of the month following your hire date.
• The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed