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POSITION PURPOSE:
Responsible to review, investigate and address customer complaints & court claims with a strong focus on customer recovery and conflict resolution. Act as a liaison with the Legal and Risk Management Departments on court cases and assist with defense options based on airline policies or procedures and customer retention.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
-Investigate, evaluate, resolve and/or defend passenger claims of service failures
-Act as point of contact for Customer Relations in the resolution process of claims
-Maintain and manage customer files and claims database within Customer Relations department
-Coordinate with in-house counsel regarding strategy for settlement negotiations, motions and filings
-Contact courts regarding filings, deadlines, trial date, mediation, dismissal, etc.
-Determine if proper documentation has been obtained in order to close a case
-Assist with strategy for non-court complaints, as requested by Customer Relations, Legal or Risk Management
-Travel, as necessary, to attend court cases to represent US Airways
-Other duties as assigned
QUALIFICATIONS:
-Undergraduate degree in relevant field or equivalent experience/training
-Fluently speak English and Portuguese
-At least 5 years of customer service experience
-Previous work experience within airline industry
-Excellent verbal and written communication skills, with the ability to effectively interact with employees at all levels within the organization and with external vendors
-Strong analytical thinking and problem-solving skills
-Must have a creative mind and keen eye for detail
-Proficient with Microsoft Office software (e.g., Word, Excel, Outlook, PowerPoint)
-Self-motivated team player
-Broad airline industry background with knowledge of US Airways, Brazilian law, European Union Air Travel, FAA and DOT policies preferred
-Ability to successfully complete Customer Relations training program
-Ability and willingness to travel as necessary
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