The Assistant Manager, Customer Care will be responsible for managing and developing a team of Customer Care Coordinators to ensure they have the right training, guidelines, and resources to effectively resolve customer concerns while maintaining satisfaction and efficiency. This role is responsible for leading a team of up to 20, ensuring timely and regulatory compliant resolution of customer complaints, and serving as a Department of Transportation (DOT) Liaison.

As an Assistant Manager, Customer Care you will enjoy the opportunity to immediately work from home, growth opportunities, and the below benefits:

• Comprehensive benefit package including dental and vision starting day one
• PPO and high deductible health plans
• Health savings accounts (HSA and FSA)
• Dependent Care
• Starting day one free standby and discounted travel privileges for employees, family, & friends
• 401(k) match
• Paid Time Off
• Life and AD&D Insurance
• Employee Assistance Program including counseling for employees and their family
• Fitness incentive and Stop Smoking Support

Essential Functions of an Assistant Manager, Customer Care

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Manages a work-from-home team of up to 20 Customer Care Coordinators and 2-3 Customer Care Leads
• Manages the day-to-day people, process, and technology needs of the Customer Care team in support of regulatory compliance and positive customer experiences
• Oversight and responsibility for incoming written correspondence and customer calls in a timely and professional manner while adhering to U.S. Department of Transportation (DOT) guidelines
• Using customer feedback that is collected, provide a strong feedback loop of actionable information to stakeholders across the organization
• Serve as a subject matter expert to the department on regulatory requirements and changes (e.g., Part 382, service animal, accessibility, complaint resolution)
• Develop and maintain training curriculum and deliverables for continuous improvement initiatives and new employee onboarding.
• Manage escalated cases and calls
• Research customer complaints, including 14 CFR Part 382 concerns and provide written dispositive responses in accordance with DOT requirements
• Cross-departmental communication & collaboration to resolve customer issues
• Other duties as assigned.

Classification: Full-time, Exempt
Working Location: This position is remote.

Supervisory Responsibility

Customer Care Coordinators, Customer Care Team Leads

Qualifications of an Assistant Manager, Customer Care:

• Bachelor’s degree or equivalent plus 2+ year supervisory or team lead experience in customer service environment
• Experience working in a highly regulated environment
• 2-3+ years of customer service experience
• Proficient in Microsoft Office Suite applications
• Ability to analyze and interpret data, create reports
• Strong written and verbal communication skills
• Ability to work from home in a private office / distraction-free environment
• Hard wired connection to your modem of at least 10 MBPS
• Periodic commute to Sun Country headquarters may be required
• Familiarity with Salesforce, 15 Below, Sprout Social, and/or similar customer communication platforms
• 2+ years of experience creating and delivering training
• Experience with airline complaint process and DOT regulatory requirements

Sun County Airlines respects and values every employee’s contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives.

Experience

• 2 year(s): Supervisory or Team Leadership Experience
• 2 - 3 years: Customer Service Experience

Education

• Bachelors or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)