The Customer Support Crew - PT is responsible for assisting and supporting inbound/outbound customer interactions into the Avelo Customer Support Center (CSC). The Customer Support Crew must effectively and efficiently resolve all inquiries, requests, and needs of our customers. They will do this through the core values and our “Soul of Service” through effective problem solving, consistent standards of service, sales, and operational support. Upon successful completion of training, Customer Support Crewmembers will be eligible to work from home.
Outcomes and Responsibilities
- Support continuous calls, and digital support (chat, SMS text, email etc.) channels into the CSC
- Provide exceptional service to every customer, every time
- Perform all assigned activities related to booking, modifying, and supporting customer reservations
- Sell flights and ancillary products and services
- Maintain KPI performance standards as defined by the CSC
- Successful completion of new hire training
- Provide a safe and professional office-work environment, free from background noise and distraction
- Able to pass a ten (10) year background check
- Potential need to work flexible hours and be available to respond on short notice
- Legally eligible to work in the country in which the position is located
- Provide a high-speed internet connection to meet work from home requirements
- Flexible and able to work at any time, including nights, weekends and holidays
Education/Experience Requirements
- High School Diploma or General Education Development (GED) Diploma
- One (1) year of customer service or sales experience
- Must be fluent in Spanish
Competencies
- Technically proficient in working with CSC systems/programs/tools which include but are not limited to: Radixx Res, RadixxGo, ZenDesk, and MIS Choice DCS
- Ability to answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.)
- Ability to navigate through complex processes while interacting with a customer
- Ability to navigate through concurrent digital interactions with more than one customer at a time
Functional Competencies
- Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment.
- Ability to answer continuous calls and digital messages (i.e. chat, SMS text, email, etc.)
- Ability to navigate through complex processes while interacting with a customer
- Ability to navigate through concurrent digital interactions with more than one customer at a time
- Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
- Previous sales and call center experience is preferred
- Attention to detail and strong organizational skills
Behavioral Competencies
- Organizational fit with Avelo’s core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew and culture of having a Soul of Service
- Excellent verbal (telephone) and written communication skills, including grammar
- Strong customer service skills
- Regular attendance and punctuality
- Ability to remain calm and courteous under pressure and navigate tense situations
May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush initiatives or technical developments).
