Analyst, Customer Care Technician - Denver, United States - Frontier Airlines

Description

** Analyst, Customer Care Technician**

**Job Category****:** Reservations **Requisition Number****:** ANALY002761 Showing 1 location **Job Details**

**Description**

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 - its 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** - were 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 were creating something very special for our team members. Work is why were 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, Frontiers hard-working aviation professionals pride themselves in delivering the companys signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administrations 2018 Diamond Award for maintenance excellence and was recently named the industrys most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

Responsible for understanding business and customer experience goals, provides analysis against existing functional and vendor systems, platforms, and processes to determine the optimal implementation path. The Analyst is responsible for defining and developing functional requirements, and test plans/scripts that contribute to on-time, on-quality, and on-budget projects. Performs a critical support role for specific vendor systems, and related processes for the organization at large.

**ESSENTIAL FUNCTIONS:**

Responsible for supporting project tasks and deliverables related to functional and vendor requirements, and ensure deliverables are completed on time with quality results.

Partner with Functional Manager to define and document process flows and system interaction concepts.

Translate business requirements to functional requirements that accurately reflect the change and impact to vendor applications, systems, processes and workflows.

Identify, document, and communicate impact if requirements are not fulfilled in development.

Initiate communication and consensus building across the business, IT and vendor to discuss new or revised plans, programs and procedures to ensure effective implementation.

Participate in functional development and implementation meetings to ensure systems and process details are aligned with business goals and strategic direction.

Define and develop test scripts, perform user acceptance testing, and support deployment and production validation testing.

Responsible for day-to-day support of vendor systems, performs regular health checks to maintain optimal performance.

Responsible for analyzing user and system performance trends.

Support performance, ROI analysis, forecast and budget reporting, while proactively identifying improvement opportunities.

Responsible for defining and improving repeatable processes, workflows, tools, and templates.

Support multiple initiatives and provides SME support to internal, outsourced, and cross-functional teams as needed.

Must be willing to support a 24x7, 365 multisite operation: Including nights, weekends and holidays as needed.

**Job Requirements:**

Bachelors Degree in technical field or equivalent experience

Minimum 3 years of experience of 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:**

Demonstrates the 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

**Salary Range:** $48, $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 to be considered for U.S.-based jobs, if not already employed by Frontier Airlines. Proof of vaccination will be required at hire.

Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any oth