Advocate - Customer Relations (Hybrid in Denver, CO)

Frontier Airlines

  • Denver, CO
  • $43,680-55,363 per year
  • Permanent
  • Full-time
  • 7 days ago
Description :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 ForLow 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 PerksAt 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 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 AreFrontier Airlines is a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).
  • Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.
What Will You Be Doing?The Customer Relations (CR) Advocate is responsible for the timely, equitable, and professionally-handled resolution of DOT (Department of Transportation) escalated external customer complaints, inquiries, and compliments received via; 1) telephone, 2) web-email at FlyFrontier.com, 3) email, 4) facsimile, 5) high level Executive email 6) US mail, as well as external customer contacts sent to addresses throughout the Frontier/Indigo Partners system. The CR Advocate is responsible for providing direct support to the management and response to internal complaints escalated through the contact center, website and other channels. They will also assist in coaching and directing Customer Care agents with resolution to escalated contacts and complaints ensuring consistency in meeting Customer service standards. The CR Advocate is also responsible for proactively contacting passengers if needed or requested by the leadership team. The CR Advocate will support all efforts designed to pursue the retention of customer’s business when possible, while limiting financial exposure to the company. They will assure our customers receive prompt, efficient, courteous service. Additionally, they will be responsible for meeting the DOT’s regulations associated with the specific requirements of what constitutes a substantive response to complaints from our customers and any other governing agency as well as the Better Business Bureau.Essential Functions
  • Investigate Complaints: Thoroughly investigate internal complaints and complaints filed to the Department of Transportation and respond on behalf of Frontier Airlines.
  • Respond Promptly: Respond to complaints in a timely manner, providing clear and concise communication to both internal stakeholders and external complainants.
  • Compliance Assurance: Ensure that all responses and resolutions align with relevant regulations and legislation, such as the Air Carrier Access Act (ACAA) and other applicable laws.
  • Coordinate with Departments: Collaborate with various departments within Frontier Airlines, including Customer Service, Legal, Operations, and Accessibility teams, to gather information and facilitate resolutions.
  • Resolution Management: Work to resolve complaints effectively and efficiently, considering the needs of the customer as well as the company.
  • Customer Advocacy: Serve as an advocate for customers, ensuring that their concerns are heard, understood, and addressed appropriately.
  • Documentation and Reporting: accurately record and document of complaints, investigations, and resolutions.
  • Continuous Improvement: Identify trends and patterns in complaints and recommend proactive measures to prevent future issues and enhance the overall customer experience for.
  • Frontline Support: Provide direct assistance and support in efforts to resolve escalated issues brought forward from the Customer Care and Customer Recovery frontline agents.
  • DOT Compliance: Ensure compliance with DOT reporting requirements and assist in the preparation of responses to DOT inquiries and audits related to disability accommodations.
  • Research and attend DOT meetings, be prepared to answer questions pertaining to DOT complaints.
  • Assist with regulatory roll out, compliance, DOT and internal complaint audits.
  • Aggregate and maintain information for Insurance purposes including maintaining positive communication with insurance analysts.
  • Serves as a resource for internal customers such as Frontier’s airport/station personnel, in-flight pilots/flight attendants, and business partner employees on customer issues.
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
  • 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 OperatedStandard office equipment, including PC, copier, fax machine, printerWork Environment
  • This role will operate on a hybrid schedule at our Headquarters Denver, CO as determined by your direct supervisor.
  • Typical office environment, adequately heated and cooled
Physical EffortGenerally, not required.Supervision ReceivedGeneral 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: $43,680 - $55,363 AnnuallyPlease note: this posting will expire on or before 8/15/2025.Workplace PoliciesDisclaimer: 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.Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.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.Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Frontier Airlines