Frontier Airlines, Inc Looking for System Customer Service Manager at Denver, CO Full Time

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?

Housed in the System Operations Control Center and as required by the DOT’s Enhanced Passenger Protection Act, the System Customer Service Manager (SCSM) is responsible for the planning and coordination of all passenger movement throughout Frontier’s 70+ station network. The SCSM serves as the primary point of contact for all customer service operations and customers impacted by flight cancellations and irregular operations.

Essential Functions

• Ensure that all Frontier operations are conducted in a safe manner, compliant with all applicable FARs, contractual obligations and company policies and procedures.
• Coordinate, communicate and manage the daily customer service operation of the airline, striving to provide maximum customer service while maintaining operational performance.
• Coordinate closely with the SOC Manager to insure efficient day-to-day operations, protection of passenger revenue throughout the system, communicating operational decisions and options and determining the impact of operational and SOC decisions on airport operations.
• Supervise system customer service issues, providing guidance and direction to stations and hubs during both regular and irregular operations, including the pro-active management of connecting customers across the system.
• Provide leadership during Irregular Operations, including;
• Minimize and limit impact to customers via extensive delays and/or cancellations.
• Develop service recovery plans for displaced customers.
• Communicate with station and hub, all cancellations, extended delays and passenger impact.
• Integrate the needs and customer handling requirements of the SOC Manager, working to minimize customer impact to the best extent possible.
• Minimize service disruption and insure customer impact is kept to a minimum.
• Administer passenger protection options in conjunction with station and or hub passenger planning center. Authorize interrupted trip expenses as necessary in compliance with company policy.
• Responsible for coordinating and communicating with the Director, System Operations Control, the daily activities and movement of passengers across the Frontier network – ensuring there are no issues, conflicts or situations which would prove detrimental to the overall operation.
• Perform daily administrative functions which have a direct impact on the revenue generation of the airline, including; maintaining proper authorization levels, seat map assignments, supervise the needs of special need passengers and VIPs across the system, communicating with station personnel and leadership as necessary.
• Coordinate and book all necessary FAA inspection rides.
• Commit and control carrier funds, including immediately available forms of corporate payment, as needed during operations, including charter and ad-hoc operations.
• Assist in the recruiting process and hiring of SOC personnel as required.
• Aid and recommend in the discipline and termination process as required. Provide assistance and recommendations for the coaching, counseling and discipline of SOC and Customer Service personnel.
• Coordinate flight activity with code-share and regional partners.
• Provide effective team leadership within the SOC in order to attain all Frontier corporate goals and objectives.
• Initial point of contact and communication in the event of a required emergency response.

Qualifications

• Demonstrated leadership/management experience in Aviation; minimum 3 years preferred
• Focused on perfection, attention to detail, ability to multi-task in a fast-paced environment, ability to communicate effectively and follow through of multiple on-going tasks
• Familiarity with System Operations Control software and technology (SABRE FliteTrac)
• Strong knowledge of customer service, airport and airline operations

Knowledge, Skills and Abilities

• Computer Applications and Software including Microsoft Office Suite, SABRE FliteTrac, and Navitaire
• Excellent communication skills, including ability to successfully interact with airport authorities, government agents and executive leadership.
• Strong interpersonal skills and ability to work well with other departments, agencies and individuals
• Highly motivated, able to handle multiple, high profile tasks calmly
• Proven ability to make optimal, balanced decisions during stress irregular situations

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

Typical office environment, adequately heated and cooled

Physical Effort

Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.

Supervision Received

General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.

Positions Supervised

• While not having any direct reports, the Frontier SCSM is responsible for supervising and managing the movement of customers across the entire Frontier network, minimizing economic and revenue impact.

Salary Range:

Workplace Policies

Diversity and Drug-Free Workplace Policies

At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, martial status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.

Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

COVID Vaccination Policy for New Hires

Where permitted by applicable law, all candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based jobs, if not already employed by Frontier Airlines. Proof of vaccination will be required at hire.

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.