Job Description
At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a key member of our Reservations and Operations team, you'll play a vital role in ensuring that our customers receive the best possible service, every time. We're seeking an experienced Full Stack Customer Care Analyst to join our team, working remotely from anywhere in the United States. **About arenaflex** arenaflex is a leading airline that's passionate about making travel accessible to everyone. We believe in delivering Low Fares Done Right, and we're committed to providing our customers with a seamless and enjoyable travel experience. With a growing route network and a focus on innovation, we're always looking for talented individuals who share our vision and values. **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 an enjoyable and rewarding experience. Some of the benefits you can expect 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 **Job Description** As a Full Stack Customer Care Analyst, you'll be responsible for providing exceptional customer service and support to our customers, while also analyzing and improving our operational processes and systems. Some of your key responsibilities will include: * Analyzing business and customer experience goals, and providing recommendations for process improvements * Defining and developing functional requirements, and test plans/scripts that contribute to on-time, on-quality, and on-budget projects * 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 * 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 **Requirements** To be successful in this role, you'll need to have: * 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** To excel in this role, you'll need to have: * 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 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. **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. **Ready to Apply?** If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application. Apply for this job