Specialist, Customer Communications Jobs

Job Type

Full-time

Description

The Avelo story begins with a simple purpose: to Inspire Travel.

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 endeavor to build a different and better kind of airline.

Since then, we’ve carried more than 2.5 million Customers on more than 20,000 flights spanning 44 destinations across 24 states. And we’ve done it with industry-leading reliability and a caring Soul of Service.

If you’re looking for the chance to help shape and be a part of one of the most important new airline stories in recent memory and make your mark on aviation history – this is your shot. If you’ve read this far, keep reading – it only gets more exciting.

Purpose: The Specialist, Customer Communications is responsible for developing and executing Avelo’s strategy and communication for post travel care, resolution, and recovery efforts. Additionally, this role will collaborate leaders and with teams throughout the organization to drive continuous improvement by identifying standards, processes and performance that result in impactful Customer experiences.

Responsibilities

• Respond to all Better Business Bureau complaints by addressing issues and concerns with the appropriate Crew leader.
• Identify Customer service concerns and/or trends to determine root cause to strategically develop corrective and recovery processes, standards and tools.
• Support research and responses to all written disability related complaints and reporting to the DOT.
• Support the development and execution of appropriate reporting of measurable improvements in Customer satisfaction and loyalty.
• Develop and provide appropriate templates for Customer communications and responses for operational events and Customer recovery efforts.
• Manage escalated Customer concerns on behalf of the Avelo Senior Leadership team.

Requirements

• Strong Customer service skills with the ability to convey empathy in all situations.
• Must be able to work from the Avelo Support Center in Houston, TX.
• Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
• Must be available to respond on short notice.
• Critical attention to detail with strong editing and proof-reading skills.
• Must be able to provide Writing samples and/or an online portfolio.
• Bachelor’s degree in a relevant field.
• Editing & copywriting experience in brands’ tone of voice while maintaining an authentic presence.
• Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment.
• Ability to work flexible hours with occasional nights, weekends, and holidays.

X Factors

• Tenacious in meeting deadlines, well organized, and adept at juggling multiple priorities.
• Analytical, efficient, and thorough.
• Travel or service industry experience in Customer Care, Operations, or Reservations
• Flexibility to quickly adjust to unforeseen changes in priorities and workload.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Ability to drive peer influence through collaboration, prioritization, and execution of continuous improvement initiatives to continuously elevate Avelo’s brand reputation.
• Sense of urgency, strong desire for continuous learning & improvement.
• Extensive copyright experience strongly preferred.