Introduction to blithequark
At blithequark, we believe that exceptional customer experiences are the foundation of our success. As a leader in our industry, we are committed to delivering high-quality services that exceed our customers' expectations. Our mission is to make travel accessible and enjoyable for everyone, and we strive to achieve this through our core values of innovation, efficiency, and customer-centricity. If you are a motivated and experienced customer care professional looking to join a dynamic team, we invite you to explore this exciting opportunity with blithequark.
About the Role
We are seeking an experienced Customer Care Analyst to join our team. As a Customer Care Analyst, you will play a critical role in ensuring that our customer-facing systems and processes are optimized to deliver exceptional customer experiences. You will be responsible for analyzing business and customer experience goals, identifying areas for improvement, and developing functional requirements to support the implementation of new systems and processes. Your expertise will be essential in driving business process improvements, ensuring seamless system integration, and providing technical support to our customer care teams.
Key Responsibilities
- Responsible for understanding business and customer experience goals, providing analysis against existing functional and vendor systems, platforms, and processes to determine the optimal implementation path.
- Define and develop functional requirements, test plans, and scripts that contribute to on-time, on-quality, and on-budget projects.
- Perform a critical support role for specific vendor systems and related processes for the organization at large.
- Partner with Functional Managers 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, 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 provide SME support to internal, outsourced, and cross-functional teams as needed.
- Must be willing to support a 24x7, 365 multi-site 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 is 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
- 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.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Care Analyst, you will have access to a range of training and development opportunities, including on-the-job training, mentorship programs, and professional development courses. You will also have the opportunity to work on a range of exciting projects, collaborating with cross-functional teams to drive business process improvements and deliver exceptional customer experiences.
Work Environment and Company Culture
Our work environment is dynamic, fast-paced, and collaborative. We believe in fostering a culture of innovation, inclusivity, and respect, where every employee feels valued and empowered to contribute. As a remote worker, you will have the flexibility to work from anywhere in the United States, with periodic travel to our headquarters in Denver, CO required. If you are based at our headquarters, you will enjoy a typical office environment, adequately heated and cooled.
Compensation, Perks, and Benefits
We offer a competitive salary range of $48,160.00 - $60,200.00, depending on experience. In addition to your salary, you will enjoy a range of perks and benefits, including:
- Flight benefits for you and your family to fly on blithequark.
- 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.
Conclusion
If you are a motivated and experienced customer care professional looking to join a dynamic team, we invite you to apply for this exciting opportunity with blithequark. As a Customer Care Analyst, you will play a critical role in driving business process improvements, ensuring seamless system integration, and delivering exceptional customer experiences. With a competitive salary, range of perks and benefits, and opportunities for career growth and development, this is an opportunity not to be missed. Apply now to join our team and take your career to new heights!
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