Resident expert in the Department of Transportation’s (DOT) disability rule (ACAA) to provide excellent service to our Guests who have a disability-related complaint. Track complaint trends and provide feedback to different departments across the company on how to enhance the Guest experience and assist with creating solutions on how to avoid service failures in the future. Compile, code and submit to DOT the required annual report that captures all written disability-related complaints received the previous calendar year.

• Investigates and resolves Guest concerns, by thoroughly researching and compiling an accurate, timely, and well written response to the Guests, within DOT and ACAA guidelines, while providing an outstanding Guest experience.
• Track common issues received and determine potential solutions.
• Subject Matter Expert in the Department of Transportation’s (DOT) disability rule.
• Partner with Process Optimization Team to improve processes and procedures to enhance the Guest experience.
• Compile and code all written disability-related complaints to report to the DOT on an annual basis.
• Bring potential violations to the attention of offending departments to facilitate a solution.
• Assist Guests with concerns via phone.
• Work closely with the Refunds team to compensate Guests within DOT guidelines.
  

Education

• High School Diploma or General Education Diploma (GED)

Experience 

• 1-3 years experience
• Deep capability in written and verbal communication, craft messaging and expressing intent powerfully and simply in an organized manner that is appropriate to the audience.
• Basic skills in excel, word, and PowerPoint.
• Thorough knowledge and understanding of Department of Transportation rules and regulations, including how it relates to the disability rule (Part 382).
  Legal
• Basic knowledge of international aviation conventions.
• Exercises controls to ensure the applicability of the organization’s policies and procedures. Takes responsibility for work services and results. Monitors feedback and takes corrective action when necessary. Encourages others to take ownership of services and results.
• Dedicated to meeting Guests expectations and needs without adding costs and complexity to the company. Help Guests self-serve with our FAQ’s to reduce future costs to Spirit.
  
• Acts decisively on own authority when timely action is needed, even in uncertain situations. Makes difficult or controversial decisions when necessary. Exercises good judgment by making sound and well-informed decisions.
• Recognizes and defines problems and issues. Gathers relevant data to analyze problems and issues. Develops alternative solutions and plans to solve problems.
• Personable, happy to help others, and naturally drawn to a very busy, ever-evolving environment. Fosters cooperation and teamwork within the organization.
• No travel required
• Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. involves sitting most of the time but may involve walking or standing for brief periods of time.

At Spirit, we live “More Fly.” It’s not just about getting from point A to B—it’s about feeling fly while you’re at it. For our Team Members, it means thinking BIG, taking action, making connections, and having a blast while doing it. From the station to the cockpit, the cabin to the computer, every day is an adventure as we redefine travel.

Soar with us and enjoy travel perks that bring you closer to what matters. Join a team that empowers you to bring your full self to work, grow personally and professionally, and fuel the communities we serve. At Spirit Airlines, the sky isn’t the limit—it’s just the beginning!

Spirit Airlines is an Equal Employment Opportunity employer.  All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.