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Customer Communications Specialist

Iztok Franko

Website Sun Country Airlines

About the job

When you come onboard at Sun Country Airlines, you are joining an experienced team of driven and talented employees. We affordably connect guests to their favorite people, places and memories, and we do it by cultivating a culture that encourages our team to pursue their passions in the air and on the ground – allowing you to Fly at the Speed of Life. We take pride in our company, culture, and comradery, and would love to have you join us.

Professionally sell, promote and monitor the delivery of a unique line of products and services. Monitor and resolve any potential customer issues balancing customer satisfaction and the financial impact to the company. Provide support and complete service functions related to established group bookings. Perform account maintenance including servicing group contracts, handling modifications, payments and communication with customers.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Process ownership for Irregular Operations customer communication
  • Primary department point of contact for process review, communication updates, and communication tool implementation, maintenance, and enhancement
  • Develop, review, and update all email and text message templates used for Irregular Operation customer communication
  • Develops process flows, job aids, and training materials to effectively communicate with stakeholders
  • Share on-call responsibilities to assist in guest communication during disruptions
  • Analyze customer feedback post-disruption to identify opportunities for improvement and service recovery
  • Perform root cause analysis and determine/recommend course of resolution when issues are identified
  • Performs quality assurance testing to ensure technology works as planned. Validate emails, text messages, and scenario-based automation function as expected.
  • Research industry trends and best practices to ensure Sun Country standards and practices remain current
  • Remain up to date on new technology through the pursuit of continuing professional education & personal development to understand changes in passenger communication
  • Partner with Training team to develop material for customer service
  • Document and coordinate issue escalations to the proper functional areas
  • Assists in or leads project management efforts related to Irregular Operations customer communication
  • Consistently review all efforts to support and enhance the customer experience
  • Partner with Customer Service leaders to provide technology guidance and clarify process gaps; work directly with other key internal stakeholders to navigate, escalate, and resolve issues

Any other duties assigned by management

Supervisory Responsibility


Qualifications And Education Requirements

  • Bachelor’s degree in Business or Communications or an equivalent combination of experience, education, and training.
  • Advanced written communication skills with experience in customer communication
  • Advanced proficiency in Microsoft Office Suite, specifically Excel
  • Experience with process design, process management, and process improvement
  • Ability to organize and analyze data in a structured manner

Preferred Skills

  • Experience in Contact Center Analyst role
  • Experience with Salesforce and/or 15 Below
  • Experience with HTML and CSS
  • Airline industry experience, specifically with Irregular Operations
  • Experience with system implementation, configuration, and administration

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee occasionally is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is frequently required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

AAP/EEO Statement

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

COVID Vaccination Policy for New Hires

As required by federal mandate, all candidates must have received or be willing to complete the COVID-19 vaccine by date of hire to be considered for U.S.-based jobs. Proof of vaccination will be required at the time of hire (limited accommodations for religious or medical reasons).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sun Country Airlines is an E-Verify Employer. We participate in the web-based system that allows the company to verify the identity and employment eligibility of newly hired employees by electronically matching information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS).

Sun Country Airlines is a Zero Tolerance Drug-Free Workplace for all Safety-Sensitive functions. [1] A safety-sensitive function, as described in 14 CFR part 120, Â

  • 120.105 and 120.215, includes a flight crewmember, flight attendant, flight instructor, aircraft dispatcher, aircraft maintenance or preventive maintenance, ground security coordinator, aviation screener, air traffic controller, and operations control specialist. I understand and acknowledge that I will be required to undergo a DOT/FAA pre-employment drug test for the following prohibited drug (as defined in 49 CFR Â
  • 40.85) prior to being hired or transferred into a Department of Transportation (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP).

To apply for this job please visit www.linkedin.com.

Iztok Franko

I am passionate about digital marketing and ecommerce, with more than 10 years of experience as a CMO and CIO in travel and multinational companies. I work as a strategic digital marketing and ecommerce consultant for global online travel brands. Constant learning is my main motivation, and this is why I launched Diggintravel.com, a content platform for travel digital marketers to obtain and share knowledge. If you want to learn or work with me check our Academy (learning with me) and Services (working with me) pages in the main menu of our website.