US Airways
 Representative - Customer Relations
 About US Airways  
 
 

Let your career take off with US!

 
 
 Job Overview:
 
 US Airways
 
 Location:
  City:
   Phoenix
  State:
   Arizona
  Zip:
   85034
  Country:
   USA
  
 Employment Type:
  Full Time 
 
 Job Category:
  Customer Service 
 
 Minimum Experience:
  2 Years
 
Career Level:
  Experienced (Non-Manager)
 
 Education Level:
  High School/GED
 
 Job Title:   Representative - Customer Relations  
 
 Job Description:  

POSITION PURPOSE:
To retain existing customers and prevent erosion of our customer base through timely and creative service failure resolution, while limiting financial exposure and capturing actionable data.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Interfaces with internal and external customers via e-mail, letter, fax, and phone; representative act as a resource to, and support of, all other departments
- Representatives will work in an inbound contact center in a team-oriented environment
- Determines equitable settlements in a timely manner using established department guidelines
- Captures data via computer using unique departmental tracking software relative to our customer's perceptions for the purpose of effecting change
- Researches using various software programs to capture customers reservation history, flight irregularities, DM status and history, etc. to assist in determining resolution of complaints
- Adheres to established department policies and procedures to aid in customer retention
- Meets daily performance standards for quality, quantity and accuracy
- Collaborates with Customer Relations Departments of our codeshare partners to provide exceptional customer service
- Interfaces with other departments to offer support and obtain information to resolve customer issues
 

 
 
 Qualifications:  

- High School diploma
- At least 2 years experience in a customer service position with strong customer service skills
- At least 2 years experience within a position that requires team interaction/goals setting
- Exceptional written and verbal communication skills
- Keyboarding proficiency and use of automated systems
- Detail oriented
- Must have a demonstrated ability to successfully operate within an inbound contact center in a group environment
- Ability to work in a sedentary position for extended periods of time
- Ability to interact with all levels of management
- Demonstrated competency with MS Office products: Word, Outlook, Excel, and Internet Explorer
- Thorough knowledge of Company policies and procedures preferred
- Accuracy in interpreting and applying policies relating to FARs (Federal Air Regulations), ACAA (Air Carrier Access Act), ADA (Americans with Disabilities Act), and Contract of Carriage with respect to customer inquiries or service incidents
- Ability to master unique departmental Customer Tracking System software, CRM, IBM, Xtnd, Qik Res, Shares and other customer research tools
- Aptitude to make fair and unbiased appraisals of customer travel concerns based on multiple issues

 

US Airways is an Equal Opportunity Employer/Minorities/Females/Disabled/Veterans