Customer Relations Correspondence Coordinator

About the role

The is a pivotal role designed for a detail-oriented professional who thrives under pressure and owns complex customer interactions from start to finish. This position requires critical thinking and logical problem-solving to navigate intricate travel scenarios while ensuring every customer feels heard and valued. The hire will serve as the authoritative front-line resource, handling a wide spectrum of travel needs with expertise and empathy. Success in this role is defined by the ability to adapt communication style to match diverse customer audiences and maintain the highest standards of professionalism. Ownership of the entire customer journey, including resolution and follow-up, is central to this position. The Coordinator will leverage a strong work ethic to act independently and drive resolutions without constant supervision. Ultimately, this role is responsible for safeguarding the Allegiant brand experience through consistent, accurate, and reliable correspondence across all customer touchpoints.

Key facts

What you'll do

• Handle multiple chat and SMS text conversations simultaneously while maintaining a high level of accuracy and professionalism.
• Multi-task between multiple booking systems to process requests efficiently and accurately.
• Assist customer with providing information, modifying existing itineraries which also includes changes and cancellations of their air, hotel and ancillary travel plans via live chat.
• Assess customer needs to maximize revenue by identifying travel product opportunities and offering purchasing options when applicable.
• Document customer interactions accurately and comprehensively to ensure clear records and continuity of service.
• Collaborate with other teams or departments to escalate and solve complex problems that fall outside standard procedures.
• Resolve customer problems and/or complaints to ensure satisfaction and retention, acting as a buffer between the customer and the organization.
• Maintain high standards of service by consistently adhering to established quality metrics and performance indicators.
• Adapt to changes in processes, policies, and technology to meet evolving customer needs and business objectives.
• Ensure training requirements are met, including new hire, recurrent, supplemental, and other training to maintain compliance and proficiency.
• Cross train to assist in supporting our Customer Relations Representatives for email case resolution and Social Media Support Representatives, as needed.
• Model Allegiant's customer service standards in personal actions and demeanor to reinforce company values.
• Conduct outbound phone customer service as business demands require to resolve inquiries that necessitate verbal communication.
• Other duties as assigned when approved by management upon determination of skill-set requirement and operational necessity.

Requirements

• Must be authorized to work in the US as defined by the Immigration Act of 1986.
• Must pass a Criminal Background Check prior to employment consideration.
• Education must include a High School Diploma/GED; a College degree is preferred but not required.
• Minimum of six (6) months of prior customer service experience is mandatory; G4 Customer Care experience is preferred.
• Must possess a valid and unexpired Passport Book; this is not required for the role.
• Must hold a valid and unexpired Driver's License; this is not required for the role.
• Demonstrate the ability to think critically and apply logical problem-solving skills to resolve issues.
• Exhibit a strong work ethic with the capability to act independently and manage time effectively.
• Thrive in a fast-paced environment and handle stressful situations calmly and professionally.
• Maintain basic computer skills with a typing speed exceeding 50 words per minute.
• Be fully computer proficient with MS Office products and related software applications.
• Possess excellent written communication skills for chat, email, and documentation.
• Communicate effectively via Zoom, Microsoft Teams, email, live chat, and other digital platforms.
• Show adaptability to constantly changing environments, policies, and customer demands.
• Read, write, and speak English fluently to receive instructions, ensure safety, and interact successfully with customers.
• Be at least 18 years of age to comply with company policy and regulatory requirements.

Nice to have

• Bilingual proficiency in Spanish is a preferred qualification.
• Direct experience in G4 Customer Care roles is favored.

Practical notes

Some travel may be a requirement of the role.

Allegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during national and state emergencies unless prohibited.