Description:
The Customer Support Crew 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
Requirements:
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
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
