Customer Care Member Service Representative

Summary

The Customer Care Member Service Representative will be responsible for managing incoming calls and emails from Allegiant Credit Card members. Duties include assisting with booking buy-one-get-one (BOGO) reservations, helping with account linking, answering inquiries about points and statements, and serving as the subject matter expert on credit card products.

The ideal candidate is passionate about customer service, attentive to customer needs, and dedicated to delivering proactive service and recovery when necessary. Team members collaborate closely to personalize the passenger experience using available resources and uphold Allegiant's service standards and culture.

Minimum Qualifications

• High school diploma or GED required.
• A minimum of three years of customer service experience.
• Must be authorized to work in the U.S. as per the Immigration Act of 1986.
• Successful completion of a criminal background check is mandatory.

Key Skills and Competencies

• Advanced computer skills, with proficiency in Microsoft Office.
• Strong verbal and written communication abilities.
• Availability to work flexible hours including evenings, weekends, and holidays.
• Independent decision-making to enhance customer experiences and program profitability.
• Effective multitasking across emails, phone calls, and team communications.
• Problem-solving mindset with a solution-focused approach.
• Excellent organizational and interpersonal skills, able to interact with diverse teams.
• Capacity to maintain confidentiality of sensitive information.
• Ability to handle conflict professionally and confidently.
• Dedication to service excellence and a positive team attitude.
• Critical personal qualities such as approachability, initiative, interpersonal savvy, dedication, self-confidence, and composure under stress.

Preferred Attributes

• Over three years of experience in customer service roles.
• Bilingual capabilities are advantageous.

Primary Responsibilities

• Facilitate point redemptions and BOGO reservation bookings.
• Manage inbound and outbound calls and respond to email inquiries from members.
• Assist customers with new travel bookings and modifications, including flights, hotels, cars, and additional services.
• Support members with point balance questions and the redemption process.
• Troubleshoot login issues with MyAllegiant accounts.
• Provide expertise as a subject matter expert for the Customer Care team.
• Act as the liaison between credit card holders and Bank of America.
• Monitor trends related to the credit card product and report concerns to management.
• Record loyalty reservations and escalate issues via the Loyalty Portal.
• Complete assigned special projects.
• Embody Allegiant's customer service standards in all interactions and guidance.
• Perform other duties as assigned.

Physical and Work Environment Requirements

The role includes regular activities such as sitting, standing, talking, hearing, seeing, reaching, and using hands to operate office equipment. Employees may occasionally need to lift up to 20 pounds and work a variety of shifts in a 24-hour environment. Work is conducted in an office setting with typical noise, temperature, and lighting fluctuations. Occasional travel may be required.

Additional Information

Allegiant is considered an essential service provider during national and state emergencies, requiring employees to report to work unless restricted by government orders. The company promotes equal opportunity and values the diversity of its workforce.

Employee Benefits

Full-Time Benefits Include:

• Profit sharing
• Medical, dental, vision, life, and disability insurance
• Medical travel reimbursement
• Legal, identity, and pet insurance
• 401(k) with employer match
• Employee stock purchase plan
• Employee assistance program
• Flight benefits
• Paid vacation, holidays, and sick leave

Part-Time Benefits Include:

• Profit sharing
• Medical travel reimbursement
• Legal, identity, and pet insurance
• 401(k) with employer match
• Employee stock purchase plan
• Employee assistance program
• Flight benefits
• Sick leave

Recruitment Process Note

Artificial intelligence (AI) tools may be utilized during the hiring process to assist with reviewing applications, analyzing resumes, and assessing responses. These tools support but do not replace human judgment, and the final hiring decisions are made by humans. Applicants may request information on how their data is processed.