Job Details
** Specialist, Airport Customer Service Policies and Procedures**
**Job Category****:** Customer Service **Requisition Number****:** SPECI002798 Showing 1 location **Job Details**
**Description**
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 - its 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** - were 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 were creating something very special for our team members. Work is why were 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 1st 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, Frontiers hard-working aviation professionals pride themselves in delivering the companys signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administrations 2018 Diamond Award for maintenance excellence and was recently named the industrys most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.
The Specialist, Airport Customer Service Policies and Procedures develops, assesses and communicates all Customer Service (CS) policies, procedures, and process improvements impacting station employees and Frontier customers. The Specialist coordinates new initiative implementation, safety risk assessments for new and existing procedures, update manuals and the Frontier Automated Support Tool (FAST) and communicate with business partners and employees.
**Essential Functions**
* Policy and Procedure Development
+ Develops, assesses and communicates new and revised policies and procedures for the Customer Service department
+ Develops and maintains working relationships with inter-departmental contacts
+ Serves as a Customer Service department liaison for inter-departmental projects
+ Ensures affected departments are included in policy and procedure development
+ Ensures all affected areas understand and implement new company initiatives
+ Reviews and revises content of all Customer Service department manuals, online references, FAST Learning Management System (LMS) , and other forms of station communication
* Regulatory and Company Compliance
+ Ensures all initiatives and new products for stations meet regulatory requirements
+ Participates in monthly Safety Management Systems meetings and conducts Safety Risk Assessments for new policies or procedures that are initiated from the Customer Service department
* Communication and Manual Integration
+ Creates documentation to support new and existing company initiatives
+ Researches station and company-wide implications
+ Updates and maintains reference materials, as appropriate
+ Incorporates policies and procedures into appropriate manuals based on internal document control procedures
+ Reviews departmental and interdepartmental documents as per Document Control Process (DCP)
+ Periodically audits and initiates changes to reference sources to ensure sources are accurate and reflect current policies and procedures
* Automation
+ Participates in the review and development of automation enhancements for the Customer Service department regarding elements such as Kiosks, web, gate readers, ramp automation enhancements, computer and web-based training, online manuals and others
+ Periodically reviews the Customer Service web page for accuracy and presentation
**Qualifications**
* Bachelors or Associates degree preferred; combination of relevant experience and education considered equivalent
* Minimum 3 years of airline experience in an airport customer service, ground service and/or an operational role
* Minimum 2 years of policies and procedures experience preferred
* Airline computer experience preferred
* **Bi-lingual a must**
**Knowledge, Skills and Abilities**
* Excellent computer skills with functional knowledge of Microsoft Office (MSWord, Excel, PowerPoint)
* Excellent written and verbal communication skills
* Demonstrated ability to effectively manage multiple concurrent projects, make decisions and meet deadlines
* Ability to read and understand complex documents and rewrite the information in simpler terms
* Ability to work from concepts to create completed works
* Ability to serve as a liaison between the System Policies and Procedures department and other areas of the company
* Ability to work as a team member with a strong customer service orientation
* Ability to work with confidential material
**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**
* None
**Salary Range:**
* $42,500 - $50,000
**Workplace Policies**
**Diversity and Drug-Free 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 employees are subject to pre-employment testi