Customer Support Trainee

Position Summary

Customer Support is responsible for providing excellent customer service. Customer Support meets the Customer’s needs through prompt responses to Customer inquiries and requests in both verbal and written communication. This includes Airports Crewmembers, our Mosaic and Interline Customers. Customer Support possess effective problem solving skills, consistently provide excellent customer service, and be willing and able to contribute to the development of a growing team environment. New hires must successfully complete the Reservations, Reservations Support and Customer Support training programs prior to entering into the Customer Support role. After initial training has been successfully completed, Crewmembers will be expected to work from home.

Essential Responsibilities

• Interchangeably work between answering continuous calls and servicing concurrent digital messages (i.e. chat, SMS text, email, etc.) while completing various processes related to flight bookings and assist with general information requests about airline travel on JetBlue
• Provide the JetBlue experience to every Customer, every time
• Perform activities including viewing and sitting in front of a computer terminal, navigate and toggle between multiple screens, talk and type at the same time and navigating menus and screens on a computer terminal
• Sell ancillary products through all channels
• Resolve general customer service concerns through effective customer service techniques
• Send and receive email correspondence
• Initiate searches for miscellaneous travel-related information on the Internet
• Work independently and in a team environment
• Defuse escalated Customers situations
• Make determinations on adjusting fares and applying/adjusting earned points
• Research flight information, compensation requests, and specific details regarding company policies and procedures
• Other duties as assigned

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• At least eighteen (18) years old
• Two (2) years of customer service experience
• Successfully complete JetBlue Airways Reservations Support and Customer Support Training Program
• Demonstrate proficiency in reading, writing and speaking English
• Demonstrate proficiency in reading, writing, and speaking Spanish through a Spanish language assessment (for Bilingual role only)
• Fluently speak, read, write, and translate accordingly in English (and Spanish for Bilingual role)
• Able to type twenty five (25) words per minute in English (and Spanish for Bilingual role)
• Must pass an assessment which demonstrates basic computer, typing, and customer service skills
• Ability to answer continuous calls
• Ability to service concurrent digital messages (i.e. chat, SMS text, email, etc.)
• Excellent verbal (telephone) and written communication skills, including grammar
• Strong customer service skills
• Proficient with the Microsoft Office suite and internet browsers
• Flexible and able to work at any time, including nights, weekends and holidays
• Reside and work within approved Support Center proximity boundaries
• Provide high-speed internet connection minimums of:
  • 3 Mbps download speed and 1.5 mbps upload speed
• Provide a safe and professional office-work environment, free from background noise and distraction
• Able to work from the Support Center for trainings and meetings as needed, or if experiencing short term technical difficulties at home
• Available for occasional overnight (10%)
• Able to pass a ten (10) year background check and pre-employment drug test
• Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

• Previous reservation and/or call center experience
• Previous Sales experience
• Attention to detail and strong organizational skills
• Effective research skills including the ability to analyze information and make determinations in accordance with Company guidelines
• Ability to send and receive email correspondence

• Ability to initiate searches for miscellaneous travel-related information on the Internet
• Ability to work independently and in a team environment
• Highly motivated self-starter with the ability to multi-task

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))

Equipment:

• Computer and other office equipment

Work Environment:

• Shift bid schedule, including nights, weekends, holidays and overtime
• Must provide professional work at home environment
• Mandatory over-time may be required to cover irregular operations which occasionally cause extended work days

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary)