Customer Care Member Service Representative

Summary The Customer Care Member Service Representative is responsible for fielding incoming calls and answering emails from Allegiant Credit Card holders. Responsibilities include, but are not limited to, booking BOGO reservations, assisting with account linking, answering general questions regarding points and member statements, and acting as the subject matter expert for the credit card product. The ideal candidate for this position will be dedicated to understanding the needs of our customers, have a passion for customer care, and be committed to proactive service and recovery as required. The Member Services team will work to tailor our passengers’ experience using the resources and tools we provide. Members of this team will operate in a highly collaborative manner to set the standard and ultimately define the Allegiant service culture. Visa Sponsorship Available No Minimum Requirements Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check. Education: High School Diploma/GED. Years of Experience: Minimum three (3) years of customer service experience. Valid/Unexpired Passport Book No Valid/Unexpired Driver's License No Key Skills Advanced computer literacy skills, proficient in Microsoft Office. Excellent communication skills, both verbal and written. Must have the availability to work all hours and days, including evenings, weekends, and holidays. Ability to think independently and make sound decisions to maximize the customer service experience and program profitability. Ability to effectively manage time, prioritize tasks, and perform multiple responsibilities simultaneously. Possess the skills to multitask emails, Teams communications, and phone conversations. Solution-oriented when faced with problems. Demonstrated ability to provide exceptional customer service. Exceptional organizational skills and demonstrated multitasking abilities. Excellent interpersonal, communication, problem-solving, and analytical thinking skills are required. Ability to handle conflict with ease, professionalism, and confidence while establishing rapport with colleagues. Ability to maintain confidentiality of company and staff sensitive information. Excellent interpersonal skills to effectively work with a diverse staff. Team player who supports and demonstrates a strong work ethic while maintaining a positive attitude and striving to be a role model at all times. Consistently praises, rewards, and recognizes service accomplishments at the agent, team, and department levels for service and quality excellence. Ability and willingness to work on special projects for further development. Open to participating in and partnering on recurrent training as a development opportunity. Critical Competencies Approachable: Spends the extra effort to put others at ease. An exceptional listener who is gracious, sensitive, and patient. Initiative: Creates and seizes opportunities even when faced with uncertainty. Interpersonal Savvy: Builds rapport quickly by listening, sharing, understanding, and comforting. Dedicated: Passionate about service enhancements and exceeding customer expectations. Self-Assurance: Confident in the ability to meet goals. Composure: Cool under pressure; does not show frustration or become defensive when faced with challenging or stressful situations; can logically analyze and handle the unexpected. Preferred Requirements Three (3) plus years experience in customer service. Bilingual. Job Duties Assist with the redemption process for points and buy one get one (BOGO) reservations. Handle incoming and outgoing calls and respond to email inquiries from View email address on click.appcast.io. Assist customers with making new travel itineraries, which also includes changes and cancellations of their air, hotel, automobile, and ancillary travel plans. Answer member questions regarding point balances. Assist members with the point redemption process. Assist members with MyAllegiant login issues. Act as a subject matter expert (SME) for the Customer Care team. Serve as a liaison between our credit card holders and Bank of America. Track trends with the card and report issues and concerns to management. Log all loyalty reservations and escalated issues in the Loyalty Portal. Complete special projects as assigned. Model Allegiant’s customer service standards in personal actions and when providing direction. Other duties as assigned. Physical Requirements The Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role. Office - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, key board, printer, and phone. May be required to lift, push, pull, or carry up to 20 lbs. May be required to work various shifts/days in a 24-hour situation. Regular attendance is a requirement of the role. Exposure to moderate noise (i.e. business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period of time. Some travel may be a requirement of the role. Essential Services Provider 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 by local, state or federal order. EEO Statement We welcome all individuals from varied backgrounds and experiences to apply. Our company values the unique perspectives and talents that each person brings to our team. Equal Opportunity Employer: Disability/Veteran For more information, see Full Time Benefits Profit Sharing Medical/Dental/Vision/Life/ Disability Insurance Medical Travel Reimbursement Legal, Identity and Pet Insurance 401K with an employer match Employee Stock Purchase Plan Employee Assistance Program Flight Benefits Paid vacation, holidays, and sick time Part Time Benefits Profit Sharing Medical Travel Reimbursement Legal, Identity and Pet Insurance 401K with an employer match Employee Stock Purchase Plan Employee Assistance Program Flight Benefits Sick time #J-18808-Ljbffr