Job Details
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 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 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, 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 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
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
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