Dynamic Customer Support Specialist – Delivering Exceptional Service Experience in a Fast-Paced Airline Environment

Introduction to Avelo Airlines

Avelo Airlines is a innovative and rapidly growing airline that is revolutionizing the way people travel. With a strong focus on customer satisfaction, safety, and simplicity, we are committed to providing an exceptional travel experience to our passengers. Our Customer Support Crew plays a vital role in achieving this goal by delivering top-notch service to our customers through various channels, including phone, chat, SMS, and email. If you are a customer-focused individual with excellent communication skills and a passion for problem-solving, we invite you to join our team as a Dynamic Customer Support Specialist.

Job Overview

As a Dynamic Customer Support Specialist, you will be responsible for handling inbound and outbound customer interactions, resolving customer inquiries, and providing support with booking, modifying, and canceling reservations. You will also be expected to sell flights and ancillary products, maintain high standards of service, and meet performance targets. Our ideal candidate is someone who is technically proficient, able to work in a fast-paced environment, and committed to delivering exceptional customer service.

Key Responsibilities

• Respond to continuous calls and digital support channels, including chat, SMS, and email, in a timely and professional manner
• Provide exceptional service to every customer, every time, by resolving their inquiries and concerns efficiently and effectively
• Perform all assigned activities related to booking, modifying, and supporting customer reservations, including selling flights and ancillary products
• Maintain high standards of service, sales, and operational support, and meet performance targets and KPIs as defined by the Customer Support Center
• Work flexibly, including nights, weekends, and holidays, to ensure that our customers receive the support they need, when they need it

Requirements and Qualifications

To be successful in this role, you will need to meet the following requirements and qualifications:

• Successful completion of new hire training, which will equip you with the skills and knowledge needed to deliver exceptional customer service
• Provide a safe and professional office-work environment, free from background noise and distraction, to ensure that you can focus on delivering exceptional service to our customers
• Able to pass a ten (10) year background check, which is a requirement for all our Customer Support Crew members
• Legally eligible to work in the country in which the position is located, and able to provide documentation to support this
• Provide a high-speed internet connection to meet work from home requirements, which will enable you to work efficiently and effectively from the comfort of your own home

Education and Experience Requirements

We are looking for candidates with the following education and experience:

• High School Diploma or General Education Development (GED) Diploma, which demonstrates your ability to learn and achieve academic success
• One (1) year of customer service or sales experience, which will have equipped you with the skills and knowledge needed to deliver exceptional customer service

Competencies and Skills

To be successful in this role, you will need to possess the following competencies and skills:

• Technical proficiency in working with Customer Support Center systems, programs, and tools, including Radixx Res, RadixxGo, ZenDesk, and MIS Choice DCS
• Ability to answer continuous calls and digital messages, including chat, SMS, and email, in a timely and professional manner
• Ability to navigate through complex processes while interacting with customers, and to find simple solutions to complex issues
• Ability to work in a fast-paced environment, and to prioritize tasks and manage multiple concurrent digital interactions with customers
• Knowledge of Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, and Internet Explorer
• Previous sales and call center experience is preferred, but not essential, as we provide comprehensive training to all our Customer Support Crew members

Behavioral Competencies

We are looking for candidates who demonstrate the following behavioral competencies:

• Organizational fit with Avelo's core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew, and a culture of having a Soul of Service
• Excellent verbal and written communication skills, including grammar, which will enable you to communicate effectively with our customers
• Strong customer service skills, which will enable you to deliver exceptional service to our customers
• Regular attendance and punctuality, which is essential for delivering exceptional service to our customers
• Ability to remain calm and courteous under pressure, and to navigate tense situations in a professional manner

Career Growth Opportunities and Learning Benefits

At Avelo Airlines, we are committed to the growth and development of our employees. As a Dynamic Customer Support Specialist, you will have access to comprehensive training and development programs, which will equip you with the skills and knowledge needed to succeed in your role. You will also have opportunities to progress to more senior roles within the company, and to develop your career in a dynamic and rapidly growing airline.

Work Environment and Company Culture

Our Customer Support Center is a dynamic and fast-paced environment, where no two days are ever the same. We are a team-oriented company, where everyone works together to deliver exceptional service to our customers. We are committed to creating a positive and inclusive work environment, where everyone feels valued and respected. As a Dynamic Customer Support Specialist, you will be working from home, which will provide you with the flexibility and autonomy to manage your workload and deliver exceptional service to our customers.

Compensation, Perks, and Benefits

We offer a competitive compensation package, which includes a salary, benefits, and perks. Our benefits package includes health, dental, and vision insurance, as well as a 401(k) retirement plan. We also offer a range of perks, including discounts on flights, hotel stays, and car rentals, which will enable you to enjoy the benefits of working for an airline.

Conclusion

If you are a customer-focused individual with excellent communication skills and a passion for problem-solving, we invite you to join our team as a Dynamic Customer Support Specialist. This is a fantastic opportunity to work for a dynamic and rapidly growing airline, and to deliver exceptional service to our customers. Don't miss out on this opportunity to take your career to the next level – apply now to become a part of our team!