Airline Compliance Reporting and Customer Relations Specialist II

POSITION PURPOSE
Serve as the point of contact for Republic to specific government and regulatory agencies and interface with Codeshare partners to coordinate and ensure required reporting metrics are provided in a timely and accurate manner.

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for ensuring timely and accurate reporting of company DOT metrics for:
  • 49 CFR Part 234 On-Time Performance
  • 49 CFR Part 234 Mishandled Baggage, Wheelchair and Scooter
  • 49 CFR Part 235 Incidents Involving Animals
  • 49 CFR Part 244 Reporting Tarmac Delay Data
  • 49 CFR Part 250/251 Oversales Reporting
  • 14 CFR Part 382 Air Carrier Access Act
  • 14 CFR Part 259 Enhanced Protections for Airline Passengers
  • 40 CFR Part 141 Aircraft Drinking Water Rule

• Proactively manages DOT files for recordkeeping compliance.
• Thorough understanding of DOT NPRM’s, Technical Directives and Non-discrimination in Air Travel
• Effectively reviews, accepts/denies partner DOT challenges for monthly/yearly data
• Initial and Recurrent training to maintain Corporate Complaint Resolution Officer status
• Continuously monitors Company training & manuals to ensure alignment with current regulations
• Familiar with Aircom to validate flight times for Long Tarmac Delays
• Maintains Customer Relations SharePoint site
• Updates monthly reports for Data Analysis Group and ATCR KPI Reporting
• Assists with customer relations issues and risk management claims including collaborating with internal and external partners to perform investigations and reporting as required
• Participates in annual claims review with insurer and assists manager as necessary.
• Represents Company at industry related meetings
• Participates in field visits as required.
• Completes monthly partner training
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.

EDUCATION and/or EXPERIENCE.

• High school diploma or equivalent.
• Requires 5 years of experience in an airline industry or customer service role with acceptable knowledge of all facets of Airline Operations.
• Must have computer / software skills and interpersonal communication skills, including written and verbal communication.
• Able to learn company applications and native reservations systems.
• Strong writing and presentation skills.
• Ability to maintain a positive outlook and to preserve confidential information.
• Must be detail oriented.

PREFERRED EDUCATION and/or EXPERIENCE

• Prefer at least 5 years of experience in airline industry or customer service role.
• Previous supervisory experience.

LANGUAGE SKILLS

Able to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and governmental regulations. Able to write routine reports and correspondence and produce written information for publication. Able to speak effectively before groups of customers or employees of organization.

REASONING/PROBLEM SOLVING ABILITY

Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Able to deal with problems involving several concrete variables in standardized situations.

DECISION MAKING

Makes day to day decisions used to support strategic direction. Decisions often require some thought and are somewhat structured. Decisions tend to be short term and usually moderate cost.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Able to move about the work environment.

Frequently required to stand, walk, sit, talk and hear

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

Typically, not exposed to extreme environmental conditions.

TRAVEL REQUIREMENTS

Able to travel up to 10% of the time, including overnight stays.