![\"IMG-MFR-Customer-Cup-2Q18-aug-30-700px-29\"](\"https:\/\/www.envoyair.com\/wp-content\/uploads\/2018\/09\/IMG-MFR-Customer-Cup-2Q18-aug-30-700px-29.jpg\")
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First-time winners of the American Airlines Customer Cup, the Medford team is small, with only ten employees and two turns per day, but they have set the bar high since opening operations in June 2017 at Rogue Valley International-Medford Airport. In all five categories of metrics that determine Customer Cup winners \u2013 like on-time departures, baggage handling and customer feedback \u2013 the Medford team exceeded each one of their goals by large margins.<\/p>\n
\u201cA win within a station\u2019s first year is impressive and is a remarkable achievement,\u201d said Timarty Stitt, Envoy Regional Managing Director. \u201cI\u2019m most impressed with this group\u2019s camaraderie, it\u2019s because of that I\u2019m sure I will be back for another cup celebration in the near future!\u201d<\/p>\n
Setup to succeed<\/h3>\n
<\/p>\n At the heart of the Medford team are six agents who call themselves the Dallas Six after the city where they trained together and began forming the strong bond that holds the team together. They are responsible for creating the culture, training new employees, and holding the team accountable in order to achieve goals like outstanding customer service.<\/p>\n At the helm of the Medford ship is General Manager, and materfamilias, Nicole Hills whose leadership style is friendly, firm and inspirational. With each of her agents, she treats them like equals with the respect you\u2019d expect from a great leader.<\/p>\n \u201cIt\u2019s my job to keep them engaged and motivated, but as a group they take initiative really well,\u201d said Nicole. \u201cIt took us some time to get to where we are right now, but they put in the work and the hustle. That\u2019s what\u2019s important.\u201d<\/p>\n <\/p>\n When asked about the personal qualities that make the Medford team special, the agents came up with words like quirky<\/em><\/span>, jokesters<\/em><\/span>, laid-back<\/em><\/span> and that their close-knit cohesion was palpable<\/em><\/span>. For instance, Lead Agent Erin Alexander bakes a cake for everyone\u2019s birthday out of love and just for fun.<\/p>\n Newly acquired Customer Care Agent Dave Hansen came by choice from another airline at the Medford Airport to be part of the team of \u201cgood people,\u201d he said.<\/p>\n \u201cI\u2019d see them having fun while working hard, and I just wanted be a part of that,\u201d said Dave. \u201cEveryone does a little bit of everything in their jobs, are well versed in procedures, continuously deliver premium service and continue the small-town values that work so well at a small airport. That\u2019s what helped us win the cup.\u201d<\/p>\n As group of agents they are formidable. As a family they are unstoppable.<\/p>\n \u201cIt\u2019s amazing that each person wants to succeed,\u201d said Lead Agent Erin. \u201cIt\u2019s not just a job, it\u2019s a family, and we all want to be the best.\u201d<\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":" The giant, silver, and shining Customer Cup proudly displayed in the middle of the conference table served as the centerpiece for the Medford team\u2019s celebration meal. Remove the airport setting, the office chairs, and the security badges, and you\u2019d feel like you were at Sunday Dinner with a large family of ten. With each person […]<\/p>\n","protected":false},"author":25,"featured_media":42109,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[360,105,64,66,144,469,173,86,51,68,470,471,90,100],"_links":{"self":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/9848"}],"collection":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/users\/25"}],"replies":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/comments?post=9848"}],"version-history":[{"count":0,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/9848\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media\/42109"}],"wp:attachment":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media?parent=9848"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/categories?post=9848"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/tags?post=9848"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}<\/a><\/p>\nBirds of a feather work together<\/h3>\n
<\/a><\/p>\nClick here to view all the photos from Medford’s celebration<\/a><\/h3>\n