Customer Solutions Crew - PT

Description

On April 28, 2021, Avelo took flight as America’s first new airline in nearly 15 years – ushering in a new era of affordable, convenient, and reliable air travel. Founded and led by airline industry veteran, Andrew Levy, along with a team of world-class airline executives, we endeavored to build a different and better kind of airline with one mission in mind: “To inspire travel” and we’ve done so with industry-leading reliability and a caring Soul of Service. If you are looking for the opportunity to join a new and exciting airline that offers the chance to make your mark on aviation history, keep reading!

The Customer Support Crew is responsible for assisting and supporting inbound/outbound customer interactions into the Avelo Customer Support Center (CSC). The Customer Support Crew must effectively and efficiently resolve all inquiries, requests, and needs of our customers. They will do this through the core values and our “Soul of Service” through effective problem solving, consistent standards of service, sales, and operational support. Upon successful completion of training, Customer Support Crewmembers will be eligible to work from home.

Responsibilities:

• Support continuous calls, and digital support (email etc.) channels into the CSC
• Provide exceptional service to every customer, every time
• Perform all assigned activities related to booking, modifying, and supporting customer reservations
• Sell flights and ancillary products and services
• Maintain KPI performance standards as defined by the CSC

Requirements

• High School Diploma or General Education Development (GED) Diploma
• Bilingual preferred
• One (1) year of customer service or sales experience
• Ability to multitask by answering continuous calls and digital messages (i.e., email, etc.)
• Ability to navigate through complex processes while interacting with a customer
• Upon Completion of new hire training, show proficiency in navigating through concurrent digital interactions with more than one customer at a time.
• Provide a safe and professional office-work environment, free from background noise and distraction
• Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment.
• Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
• Previous sales and call center experience is preferred
• Attention to detail and strong organizational skills
• Excellent verbal (telephone) and written communication skills, including grammar
• Strong customer service skills
• Ability to stay composed and polite under pressure, effectively handling tense situations.

X-Factors:

• Provide a high-speed internet connection to meet work from home requirements (25 mbps)
• Technically proficient in working with CSC systems/programs/tools which include but are not limited to: Radixx Res, Jira, and Airline Choice DCS
• Potential need to work flexible hours and be available to respond on short notice
• Flexible and able to work at any time, including nights, weekends and holidays

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush initiatives or technical developments).

Avelo is an Equal Opportunity Employer.