Join the Team at Blithequark: Where Customer Experience Meets Innovation
At Blithequark, we're dedicated to revolutionizing the way people travel and experience customer service. Our mission is centered around providing Low Fares Done Right, which means not only offering affordable prices but also making travel friendly and easy for our customers. We're looking for a talented Customer Care Analyst to join our team, who will play a critical role in analyzing business and customer experience goals, and ensuring our systems and processes are optimized to meet these objectives.
About Us
Blithequark is a leading airline company committed to offering Low Fares Done Right to over 100 destinations. We're proud of our achievements, including being the recipient of the Federal Aviation Administration's 2018 Diamond Award for maintenance excellence and being named the industry's most fuel-efficient airline by The International Council on Clean Transportation (ICCT). Our team is passionate about delivering exceptional customer experiences, and we're looking for individuals who share this vision.
Job Summary
As a Customer Care Analyst at Blithequark, you will be responsible for understanding business and customer experience goals, analyzing existing functional and vendor systems, platforms, and processes, and determining the optimal implementation path. You will define and develop functional requirements, test plans, and scripts that contribute to on-time, on-quality, and on-budget projects. Your role will be critical in supporting specific vendor systems and related processes for the organization at large.
Key Responsibilities
- Responsible for supporting project tasks and deliverables related to functional and vendor requirements, and ensure 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 provide 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
Essential Qualifications
- 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.
Preferred Qualifications
- Experience with telephony systems such as Cisco, Aspect, or Avaya.
- Familiarity with call center technologies and operations.
- Proficient in Microsoft Office applications (Word, Excel, Visio) and reporting tools.
Skills and Competencies
- Demonstrates 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 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.
Work Environment and 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 Blithequark-serviced city required). If remote, you must be able to follow our remote work policies, including the 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.
Career Growth Opportunities and Learning Benefits
At Blithequark, we're committed to the growth and development of our team members. We offer a range of benefits, including:
- Competitive base salary and bonuses.
- Comprehensive benefits package, including medical, dental, and vision insurance.
- 401(k) plan and retirement savings options.
- Paid time off and holidays.
- Opportunities for professional growth and development.
- Flexible work arrangements, including remote work options.
Compensation and Perks
Our salary range for this position is $48,160.00 - $60,200.00. We also offer a range of perks, including:
- Flight benefits for you and your family to fly on Blithequark 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.
Conclusion
If you're a motivated and customer-focused individual with a passion for analysis and process improvement, we encourage you to apply for this exciting opportunity at Blithequark. As a Customer Care Analyst, you will play a critical role in delivering exceptional customer experiences and driving business growth. We look forward to hearing from you!
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