Experienced Customer Care Analyst – Reservations and Operations Support

Join arenaflex, a dynamic and innovative company that's revolutionizing the way people travel. As a Customer Care Analyst, you'll play a critical role in delivering exceptional customer experiences and driving business growth. If you're passionate about customer service, process improvement, and teamwork, this is the perfect opportunity to take your career to new heights.

About arenaflex

arenaflex is a leading travel company that's committed to offering Low Fares Done Right to more than 100 destinations and growing. With a strong focus on customer satisfaction, we're constantly looking for ways to improve our services and exceed our customers' expectations. Our team of dedicated professionals is passionate about delivering exceptional experiences, and we're looking for like-minded individuals to join our ranks.

Work Perks

At arenaflex, we believe that our team members are our greatest asset. That's why we offer a range of benefits and perks that make working with us a pleasure. Some of the highlights include:

• Flight benefits for you and your family to fly on arenaflex 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

Responsibilities

As a Customer Care Analyst, you'll be responsible for:

• Understanding business and customer experience goals and analyzing existing functional and vendor systems, platforms, and processes to determine the optimal implementation path
• Defining and developing functional requirements and test plans/scripts that contribute to on-time, on-quality, and on-budget projects
• Performing a critical support role for specific vendor systems and related processes for the organization at large
• Partnering with Functional Manager to define and document process flows and system interaction concepts
• Translating business requirements to functional requirements that accurately reflect the change and impact to vendor applications, systems, processes, and workflows
• Identifying, documenting, and communicating impact if requirements are not fulfilled in development
• Initiating communication and consensus building across the business, IT, and vendor to discuss new or revised plans, programs, and procedures to ensure effective implementation
• Participating in functional development and implementation meetings to ensure systems and process details are aligned with business goals and strategic direction
• Defining and developing test scripts, performing user acceptance testing, and supporting deployment and production validation testing
• Responsible for day-to-day support of vendor systems, performing regular health checks to maintain optimal performance
• Responsible for analyzing user and system performance trends
• Supporting performance, ROI analysis, forecast, and budget reporting, while proactively identifying improvement opportunities
• Responsible for defining and improving repeatable processes, workflows, tools, and templates
• Supporting multiple initiatives and providing SME support to internal, outsourced, and cross-functional teams as needed

Requirements

To be successful in this role, you'll need:

• A Bachelor's Degree in a technical field or equivalent experience
• Minimum 3 years of experience working as a functional analyst developing requirements, executing test plans, and providing operational application/system support
• Experienced team player who is customer-focused, works well with management, peers, and vendors in achieving outlined goals
• Airline experience a plus
• Uses quality methodology and professional concepts to solve diverse problems
• Skilled at preparation of project organization and schedules outlining installation/conversion steps for new systems and procedures

Knowledge, Skills, and Abilities

You'll need to demonstrate:

• Technical and functional expertise to understand and support application and system issues
• Thorough understanding of how to interpret business needs and translate them into user, system, and operational requirements
• Sound understanding of telephony (such as Cisco, Aspect, or Avaya) and related call center technologies
• Ability to effectively manage multiple, concurrent projects and priorities
• Ability to work independently, and manage assigned tasks and deliverables with quality results
• Excellent attention to detail, strong problem-solving, and communication skills
• Able to deal with ambiguity, and work successfully with cross-functional teams
• Objective listener and skilled at asking pertinent questions
• Proficient in Microsoft Office applications (Word, Excel, Visio) and reporting tools

Work Environment/Remote Work Options

This role can be based at our headquarters in Denver, CO, or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required). If remote, you must be able to follow our remote work policies, including the ability and comfort level working from home with access to a high-speed internet connection.

Salary Range

The salary range for this role is $48,160.00 - $60,200.00.

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.

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.

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