Join arenaflex, a leading innovator in the travel industry, as we continue to revolutionize the way people experience air travel. As a Customer Care Analyst, you will play a vital role in delivering exceptional customer experiences, driving business growth, and shaping the future of our company.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that has disrupted the traditional airline industry with its innovative approach to low fares and exceptional customer service. Our mission is to make air travel accessible to everyone, and we're committed to delivering on this promise through our commitment to Low Fares Done Right. With a growing route network, bundled and unbundled pricing options, and a focus on customer-centricity, we're creating a travel experience that's both affordable and enjoyable.
**Work Perks at arenaflex**
At arenaflex, we believe that our team members are our greatest asset. That's why we offer a range of exciting perks and benefits that make working with us a truly rewarding experience:
* 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 that begins the 1st of the month following your hire date
* We play our part to make a difference. The HOPE League, arenaflex's non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship
**Job Description**
As a Customer Care Analyst, you will be responsible for understanding business and customer experience goals, providing analysis against existing functional and vendor systems, platforms, and processes to determine the optimal implementation path. You will define and develop functional requirements, and test plans/scripts that contribute to on-time, on-quality, and on-budget projects.
**Key Responsibilities:**
* Support project tasks and deliverables related to functional and vendor requirements, ensuring 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
**Requirements:**
* Bachelors Degree in 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:**
* 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
**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 ability and comfort level working from home with access to a high-speed internet connection
* If headquarters-based, typical office environment, adequately heated and cooled
**Salary Range:**
* $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.
**How to Apply:**
Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.