Specialist, Disability

Resident expert in the Department of Transportation’s (DOT) disability rule (ACAA) to provide excellent service to our Guests with 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 in the previous calendar year.

• Investigate and resolve 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 the 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.
• May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies, changes in workload, rush jobs, or technical developments).

• High School Diploma or General Education Degree (GED).
• 1-3 years of experience. (Customer Service, Legal, Aviation, or Medical Claims experience preferred.)
• 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.
• Knowledge and understanding of Department of Transportation rules and regulations, including how they relate to the disability rule (Part 382). Legal is preferred.
• Exercises control to ensure the applicability of the organizations 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 FAQs 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. Gather 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.
• Travel under 10 of the time may be 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.
• Remote.

*Please be advised that you will be asked to complete a required assessment to be considered for this position. This assessment will be emailed to you after you apply. Please be sure to check your Spam folder and/or junk mail if you do not receive it. * 

We offer a competitive salary and comprehensive benefits to our team members, including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits, and much more. We strive to maintain a professional yet friendly environment and promote professional and career development for our Team Members. 

At Spirit, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100’s of new aircraft that will double our fleet!  

• Fly With A Winner: We are proud to be recognized by Forbes as one of America’s Best Employers for Diversity 2022 and by LinkedIn as a Top Company in the Travel & Hospitality industry. Our constant growth and improvement means boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success.
• The Giving Spirit: We are committed to inspiring positive change in the cities where we work and live.  That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation.
• Be Yourself: We want Team Members to feel empowered to bring their whole self to work and contribute to our success – that’s why we’re committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them.
• Travel The World: We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family.

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.