Supervisor - Customer Advocacy (Remote Work Assignment Available)

Why Work for Frontier Airlines?

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life.  Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way. 

What We Stand For

Low Fares Done Right is our mission and we strive to bring it to life every day.  Our ‘Done Right’ promise means delivering not only affordable prices, but making travel friendly and easy for our customers.  To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we’re not afraid to try new things.  While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.

Work Perks

At Frontier, we like to think we’re creating something very special for our team members.  Work is why we’re here, but the perks are nice too: 

• 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 1^st of the month following your hire date.
• We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

Who We Are 

Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

What Will You Be Doing?

The Supervisor Customer Advocacy will oversee the team of Customer Relations Advocates responsible for managing and resolving escalated customer complaints, inquiries, and compliments. They will report directly to the Manager of Customer Advocacy, and will provide leadership, guidance, and support to ensure the team delivers prompt, professional, and compliant resolutions to customer issues. Additionally they will

Essential Functions

Team Leadership: Provide leadership and supervision to the Customer Relations Advocates, ensuring they effectively fulfill their responsibilities and meet performance targets.

Resolution Management: Oversee the investigation and resolution of internal and Department of Transportation (DOT) escalated complaints, ensuring compliance with relevant regulations and legislation.

Quality Assurance: Ensure that all responses and resolutions align with established policies, procedures, and regulatory requirements, such as the Air Carrier Access Act (ACAA).

Collaboration: Collaborate with various departments within Frontier Airlines to gather information, facilitate resolutions, and address systemic issues contributing to customer complaints.

Training and Development: Provide training, coaching, and guidance to Customer Relations Advocates, enhancing their skills in complaint resolution, regulatory compliance, and customer advocacy.

Performance Management: Monitor the performance of the team, identify areas for improvement, and implement strategies to optimize efficiency, effectiveness, and customer satisfaction.

Documentation and Reporting: Oversee the accurate recording and documentation of complaints, investigations, resolutions, and compliance activities, maintaining comprehensive records for analysis and reporting.

Continuous Improvement: Identify trends, patterns, and root causes of customer complaints, and recommend proactive measures to prevent recurrence and enhance the overall customer experience.

DOT Compliance: Ensure compliance with DOT reporting requirements, assist in the preparation of responses to DOT inquiries and audits, and stay updated on regulatory changes and best practices.

Resource Management: Allocate resources effectively to meet workload demands and prioritize tasks based on urgency, impact, and strategic objectives.

Stakeholder Engagement: Foster positive relationships with internal stakeholders, external partners, and regulatory agencies, representing Frontier Airlines professionally and collaboratively.

 Other Functions

• Assist and act as back-up to the Manager Customer Advocacy  as needed.
• Assist with special projects and assignments within the department as needed.

Qualifications

• Associate’s or Bachelor’s Degree preferred; high school diploma or GED required
• Minimum 5 years of experience in customer service, consumer relations, call center or similar environment required
• Experience in supervising or leading teams, with a focus on coaching, performance management, and team development
• Minimum 2 years of airline experience, preferably ATO or reservations, working with the reservations system preferred
• Experience in working with customers in pursuit of finding a solution

Knowledge, Skills and Abilities

• Familiarity with certain customer protections regulated by the (DOT)
• Working knowledge of ACAA and CRO requirements when working with passengers with disabilities
• Aptitude to make fair and unbiased appraisals of customer concerns
• Demonstrated accuracy in interpreting and applying policies with respect to customer inquiries or service incidents
• Ability to manage multiple tasks at once with frequent interruptions
• Working knowledge and understanding of MS Office programs including Outlook 365, Excel and Word
• Good conflict resolution skills and ability to de-escalate customer issues
• Exceptional verbal and written communication skills
• Working knowledge of Social Media networks such as Facebook and Twitter
• Ability to respect privacy issues concerning property and confidential information
• Proven letter-writing abilities including high proficiency in grammar and spelling
• Ability to work within a corporate environment including interactions with various levels of management
• Excellent organizational skills and a high level of attention to details

 Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment / Remote Work Options

• This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required)
• If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
• If headquarters-based, typical office environment, adequately heated and cooled

 Physical Effort

Generally, not required.

Supervision Received

General Supervision:  The incumbent performs a variety of routine work within established policies and procedures and receives detailed instructions on new projects and assignments.

 Positions Supervised

• Customer Recovery Advocates

Salary Range: $48,000 - $69,757

Please Note: this role has a closing date of on or before 4/19/2024 midnight MST 

Workplace Policies

At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, martial status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.

Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position.  Please be advised that duties and expectations of this position may be subject to change.