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10 months ago
Location: United States, North America
Job type: Contract/Locum
Contact: No Name
Category: Office

Consumer Affairs Representative

Department:      Ground Operations

Reports To:         VP, Ground Operations

Basic Function: The Consumer Affairs Representative receives, researches and responds to customer complaints, compliments, and comments.  He/she will monitor complaints received via multiple sources, including social media.  Working in conjunction with other Company managers, the Consumer Affairs Representative will respond appropriately to customers.  He/she will maintain a database of all correspondence, analyze service failures, and provide reports as needed.



  1. One year of consumer affairs experience preferred. 
  2. One year of airline employment in a customer-facing position is preferred, in order to understand the sources of complaints—lost/damaged bags, on-time performance, denied boarding, etc.
  3. Must be authorized to work in the U.S.
  4. Able to obtain airport security clearance required.
  5. The ability to communicate ideas clearly and concisely.
  6. Exemplary customer service skills are required.
  7. Excellent writing skills, including spelling, punctuation, grammar, and proper sentence structure.
  8. Full working knowledge of Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.
  9. Ability to organize a workload, manage a calendar, and schedule a variety of tasks.
  10. Able to actively promote and personally observe safety and security procedures.
  11. Ability to lift 50 pounds.
  12. Ability to collect and analyze data, and generate reports.



  1. Utilize tools available to satisfy unhappy customers’ complaints about the service they received, including free transportation, checked baggage waivers, Alaska Airlines Mileage, etc.
  2. Customer complaints, compliments, comments
    1. Assist with customer inquiries received via phone, email, fax, website, and social media.
    2. Guide customers through the process of resolving issues.
    3. Research and respond to customer complaints, compliments, and comments.
    4. Collaborate with Company managers to ensure the appropriate response to customer complaints/compliments/comments, including any compensation or amenities to be offered as a resolution.
    5. Monitor and respond to complaints received via social media.
    6. Maintain a database of all feedback submitted and compensation offered to resolve customer complaints.
    7. Analyze service failures and provide reports to senior management.
  3. Baggage Service
    1. Work with stations and CBS agents to resolve baggage compensation and reimbursement issues.
    2. Track and analyze baggage service failures.
    3. Generate reports on baggage service failures.
  4. Customer Service Empowerment
    1. Implement and manage the Empowerment Tool Kit.
    2. In conjunction with Manager, Customer Service Program, analyze service failures and target viable solutions.
    3. Track and report on amenities given for service failures.
  5. Track all complaints for Reporting
    1. Devise a systematic approach to tracking all complaints, compliments and comments. 
    2. Track all complaints, compliments and comments via a consumer affairs database
    3. Report via a dashboard areas of strengths, weakness and trends on a weekly basis.


Working Conditions:

  1. Ability to occasionally work evenings, weekends, and holidays, as needed.
  2. Ability to travel is preferred, however not required for this position.

     Direct Reports:

  1. There are no direct reports for this position.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

  1. Penair is an equal opportunity employer

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