BASIC FUNCTION:

Customer Care Specialists will be responsible for assisting customers with questions regarding their travel plans/arrangements. Inbound call center environment, Specialists gather information from the caller to identify customer’s needs and determine appropriate action. Specialists will respond to telephone inquires in a prompt, efficient and courteous manner following standard procedures.

PRINCIPAL RESPONSIBILITIES AND ACTIVITIES:

• Assisting customers with changes, cancellations or confirmation of their air and hotel travel plans;
• Resolving of problems that might occur while assisting customers with changes to their travel plans;
• Assisting customers during irregular operations of their scheduled flight.
• Ability to maintain the highest level of customer care while demonstrating a friendly and cooperative attitude;
• Flexibility in satisfying customer requests;
• Communicates appropriate options, within Company guidelines, for resolution;
• Investigates and attempts to resolve customer complaints;
• Consistently adheres to business procedural guidelines;
• Maintains a professional, yet friendly, phone demeanor at all times;
• Detailed oriented;
• Must be able to take direction and work in a fast paced environment under potentially stressful conditions;
• Must understand, read and speak clearly in English. Ability to understand and speak Spanish a plus, but not required;
• Must pass a ten (10) year background check and pre-employment drug screen;
• Must have authorization to work in the United States as defined in the U.S. Immigrations Act of 1986;
• Must be able to attend a three week training program in Las Vegas.

REPORTS TO:  Customer Care Supervisor

SUPERVISES:  N/A

INTERACTIONS:  Airline customers & Allegiant Air Employees

REQUIREMENTS & QUALIFICATIONS

Education:  High School Diploma or equivalent

Experience:  Customer service experience; preferably in a busy call center environment

Knowledge:  Basic computer skills; Type 25 wpm.

Working conditions:  Office/Call Center environment

Physical demands:  Heavy call volume; Ability to work in a fast-paced environment; Ability to deal with stress