Senior Customer Relations Advocate – Disability & Executive Escalations (Remote) – arenaflex

Why Join arenaflex?

At arenaflex we believe the skies belong to everyone. Our mission, Low Fares Done Right, isn’t just a tagline—it’s a promise that drives every decision we make. By delivering affordable, friendly, and reliable air travel, we empower millions of passengers to explore new destinations without breaking the bank. As a member of the arenaflex team, you’ll be part of a fast‑growing network that serves over 100 destinations across the United States, Canada, the Dominican Republic, and Mexico, operating more than 350 daily flights.

Our Core Values

• Customer‑First Service: We put passengers at the heart of everything we do, ensuring every interaction is courteous, efficient, and solution‑oriented.
• Innovation & Pioneering Spirit: We aren’t afraid to try new ideas, from cutting‑edge technology to creative pricing models.
• Resource Efficiency: Smart use of resources fuels our ability to keep fares low while maintaining safety and reliability.
• Rocky Mountain Hospitality: Our culture blends high‑altitude ambition with down‑to‑earth friendliness, creating a warm, welcoming environment for both guests and teammates.

Work Perks & Benefits

Working at arenaflex means you get more than a paycheck. Our comprehensive rewards package includes:

• Complimentary flight benefits for you and your immediate family on arenaflex flights.
• Buddy passes so friends can experience the arenaflex difference first‑hand.
• Travel discounts on hotels, car rentals, cruises, and vacation packages.
• Discounts on cell‑phone plans, movie tickets, restaurants, luggage, and over 2,000 additional vendors.
• Business‑casual “Dress for your Day” attire policy.
• Flexible schedules that support work‑life balance, including remote‑work options.
• Competitive base salary, short‑term and long‑term incentives, paid holidays, 401(k) with company match, and comprehensive medical/dental/vision coverage that starts on the first of the month after hire.
• Access to arenaflex’s charitable program that provides financial assistance during catastrophic hardship.

About the Role: Senior Customer Relations Advocate

The Senior Customer Relations Advocate is the champion of equitable, professional, and timely resolution of Department of Transportation (DOT) complaints, escalated external inquiries, and compliments. You will be the go‑to expert for handling complex cases involving passengers with disabilities, executive escalations, and other high‑visibility issues. Your work ensures compliance with DOT regulations, enhances the overall travel experience, and drives continuous improvement across the organization.

Key Responsibilities

• Complaint Management (≈75% of time):
  • Lead the handling of escalated and disability‑related complaints, ensuring response times meet or exceed DOT requirements.
  • Provide substantive, fair, and timely resolutions for every disability complaint.
  • Mentor and coach Customer Relations Agents, keeping them current on policy changes, disability regulations, and best‑practice communication techniques.
  • Collaborate with cross‑functional teams to develop and implement corrective actions that address systemic issues.
  • Maintain up‑to‑date knowledge of DOT regulations, especially 14 CFR Part 382, and monitor industry trends in disability accommodations.
• Data Analysis & Reporting (≈25% of time):
  • Track, analyze, and interpret trends in disability and executive complaints.
  • Prepare regular reports for senior leadership, highlighting performance metrics, emerging patterns, and recommended improvements.
  • Identify root causes of service breakdowns and propose actionable solutions.
  • Support the development of dashboards that visualize complaint trends and resolution effectiveness.
• Cross‑Functional Collaboration:
  • Partner with Operations, Legal, Training, and IT to design policies that improve accessibility and overall customer satisfaction.
  • Participate in interdepartmental projects that impact the broader Customer Care function.
  • Test new procedures to verify their effectiveness before full rollout.
• Mentorship & Leadership:
  • Onboard new Customer Advocates, delivering comprehensive training on arenaflex policies, DOT compliance, and conflict resolution.
  • Provide ongoing coaching, performance feedback, and career development guidance to team members.
  • Lead special initiatives aimed at elevating productivity and service quality.

Essential Qualifications

• Minimum 5 years of experience in a call‑center, customer‑service, or airline environment, with a strong focus on operations or passenger relations.
• Associate’s or Bachelor’s degree preferred; high school diploma or GED required.
• Preferred: 5+ years of airline experience, ideally in reservations or ATO functions, with familiarity of reservation systems.
• Proficiency with Windows‑based software, databases, and common office productivity tools (Excel, Word, Outlook, Avaya, Voxify, Navitaire, etc.).
• Demonstrated success in conflict resolution, de‑escalation, and delivering equitable outcomes for diverse customer groups.

Preferred Skills & Abilities

• Exceptional written and verbal communication; ability to craft clear, concise, and grammatically flawless correspondence.
• Strong analytical mindset—capable of interpreting data, spotting trends, and translating insights into actionable recommendations.
• Deep understanding of DOT regulations, especially those governing nondiscrimination and disability accommodations in air travel.
• Experience monitoring competitor practices and industry benchmarks related to accessibility.
• Proficiency with social media platforms (Facebook, Twitter) for monitoring public sentiment and responding to inquiries.
• Ability to maintain confidentiality and respect privacy concerns at all times.
• Excellent organizational skills, attention to detail, and the capacity to juggle multiple priorities in a fast‑paced environment.
• Leadership qualities that inspire trust, foster collaboration, and drive continuous improvement.

Career Growth & Development

At arenaflex, your career trajectory is limited only by your ambition. As a Senior Customer Relations Advocate you will:

• Gain exposure to senior leadership and strategic decision‑making processes.
• Develop expertise in regulatory compliance, a highly valued skill set across the aviation industry.
• Position yourself for future roles such as Customer Experience Manager, Compliance Director, or Operations Leader.
• Access ongoing learning opportunities, including certifications in conflict resolution, accessibility standards, and data analytics.
• Participate in mentorship programs that both receive and provide guidance, reinforcing a culture of knowledge sharing.

Work Environment & Culture

arenaflex offers a flexible work model that supports both remote and on‑site arrangements. Whether you choose to work from our Denver headquarters or from any location in the United States, you’ll enjoy:

• A collaborative, inclusive culture that celebrates diversity of thought, background, and experience.
• Regular virtual town halls, team‑building events, and opportunities to connect with colleagues across the globe.
• State‑of‑the‑art technology that enables seamless communication and efficient case handling.
• Supportive leadership that values employee well‑being, professional growth, and work‑life harmony.

Compensation, Perks & Benefits (Overview)

While exact figures vary by location and experience, the compensation package for this role includes:

• Base salary range of $46,715 – $62,006, commensurate with experience.
• Performance‑based bonuses and long‑term incentive opportunities.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company matching contributions.
• Paid time off, holidays, and sick leave.
• Travel perks, discounts, and buddy‑pass programs.
• Access to the arenaflex charitable assistance program for employees facing hardship.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate the unique perspectives that veterans, people with disabilities, and individuals of all backgrounds bring to our team. Our recruitment practices are designed to attract a diverse pool of talent, and we provide accommodations throughout the hiring process to ensure an inclusive experience for every candidate.

Application Process & Next Steps

If you are passionate about delivering equitable service, thrive in a dynamic environment, and want to make a tangible impact on the travel experience of passengers with disabilities and high‑profile executives, we want to hear from you. To apply, click the link below, submit your resume, and include a cover letter that highlights your experience with regulatory compliance and customer advocacy.

Apply Job!

Closing Note

Join arenaflex and become a catalyst for positive change in the aviation industry. Your expertise will help us uphold the promise of Low Fares Done Right while ensuring every passenger—regardless of ability—receives the respect, care, and timely assistance they deserve. We look forward to welcoming you to our team.