Frontier Airlines Customer Service Instructor II in Denver, Colorado

Description

Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 60 destinations in the United States, Dominican Republic, and Mexico on more than 270 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Rocky Mountain hospitality to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2015 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

The Customer Service Instructor II is responsible for conducting training classes for customer service above wing employees as per standards, coaching Station Trainers with facilitation and presentation skills, and communicating with Management regarding record keeping and recurrent requirements for employees. This individual will analyze, review and provide suggestion for curriculum development and revisions to training resource materials; conduct internal audit of training records for assigned cities; audit other instructor lead classes for improvement; coordinate schedules, facilities and equipment for classes; provide instruction to below wing employees (cross-utilized); and facilitate station openings as assigned by providing guidance to agents and evaluating performance.

  • Conduct customer service above wing training classes for employees as per standards established by the Training Department.
  • Coach Station Trainers to facilitate local training and present new and revised information provided by System Policies and Procedures, Customer Service and Ground Service Training Departments.
  • Communicate with management to ensure training records are kept up to date and per company and federal regulations.
  • Conduct periodic internal audit of training records for assigned cities to ensure records are up to date; identify discrepancies, errors and schedule corrective action (may include training)
  • Analyze, review and provide suggestion for curriculum development and revisions to training resource materials.
  • Audit other instructor lead classes and provide feedback to improve facilitation and course mapping
  • Provide regional support training as necessary.
  • Coordinate schedules, facilities and equipment for classes; prepare for irregularities.
  • Achieve below wing certification to provide instruction to cross utilized employees
  • Achieve certification in GSC, CRO (ACAA), OSHA, Hazmat, and Security SPS.
  • Remain current on Sabre, new/revised policies, directives and other department news.
  • Assist in analyzing and determining customer service training needs.
  • Facilitate and present initial, recurrent, and advanced training
  • Interpret student needs and adapt without jeopardizing course content
  • Evaluate employee performance in training programs and makes recommendations for corrective action as necessary.
  • Facilitate station opening as assigned by providing guidance to agents and evaluating performance.
  • Continually read and incorporate new/revised policies into training courses to remain current.
  • Must be able to travel for extended periods of time and work weekends.
  • Mentor new instructors.
  • Assist with goal setting and competency models for stations.
  • Provide station assistance as assigned.
  • Act as departmental representative for various company meetings.
  • Participate in new hire events as assigned.
  • Lead group projects as assigned.
  • Other duties as assigned.

Requirements

Qualifications:

  • Associate or Bachelor degree or High School Diploma/GED with prior teaching experience required
  • At least 2 years experience as a facilitator
  • 2 years airline experience preferred
  • At least 1 year customer service experience preferred
  • Have knowledge of basic Sabre, BMAS, Regulated (ACAA, Hazmat Recognition, Security SPS, and OSHA) Exit Seating, Carry On and GSC.
  • If a cross-utilized instructor, must have knowledge of and be certified in ground service operations to qualify.
  • Must be self-motivated, able to set personal goals, complete tasks as directed by management within set parameters, work in a team environment and independently.
  • Ability to remain on feet/stand for lengths of time.
  • Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.

Knowledge, Skills and Abilities:

  • Assist with goal setting and competency models for stations.
  • Provide station assistance as assigned.
  • Act as departmental representative for various company meetings.
  • Participate in new hire events as assigned.
  • Lead group projects as assigned.
  • Other duties as assigned.

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.

Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including: recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Frontier Airlines, Inc. is a Zero Tolerance Drug-Free Workplace. All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana (THC), Cocaine, Amphetamines (including methamphetamines and MDMA), Opiates (including codeine, heroine, 6-Am, and morphine) and Phencyclidine (PCP).

Requisition Number: 17-0145

Post Date: 5/19/2017

Title: Customer Service Instructor II

City: Denver

State: CO