**Experienced Customer Care Analyst – Reservations and Operations Support**

At arenaflex, we believe that the skies should be for everyone. Our commitment to Low Fares Done Right is more than just a tagline – it's our driving philosophy. Every member of our team has an important role to play in bringing this vision to life. As a Customer Care Analyst at arenaflex, you will be part of a dynamic team that is dedicated to delivering exceptional customer experiences and driving business growth. **About arenaflex** arenaflex is a fast-growing airline that offers Low Fares Done Right to more than 100 destinations and growing in the United States, Canada, Dominican Republic, and Mexico on more than 350 daily flights. Headquartered in Denver, our hard-working aviation professionals pride themselves in delivering the company's signature Low Fares Done Right service to customers. We are proud to be the proud recipient of the Federal Aviation Administration's 2018 Diamond Award for maintenance excellence and were recently named the industry's most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies. **Work Perks at arenaflex** At arenaflex, we like to think we're creating something very special for our team members. Work is why we're here, but the perks are nice too: * 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 Responsibilities** As a Customer Care Analyst at arenaflex, you will be responsible for: * Understanding business and customer experience goals and providing analysis against existing functional and vendor systems, platforms, and processes to determine the optimal implementation path * Defining and developing functional requirements, and test plans/scripts that contribute to on-time, on-quality, and on-budget projects * Performing a critical support role for specific vendor systems and related processes for the organization at large * Supporting project tasks and deliverables related to functional and vendor requirements, and ensuring deliverables are completed on time with quality results * 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 * Supporting performance, ROI analysis, forecast, and budget reporting, while proactively identifying improvement opportunities * Responsible for defining and improving repeatable processes, workflows, tools, and templates * Supporting multiple initiatives and providing 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 **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 **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 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. If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job