The Customer Service Coordinator (CSC) is the Customer advocate for JetBlue Airways. The CSC is a liaison between the System Operations Center and the BlueCities. The CSC assists the Manager System Operations Center (MOD) and the System Controller however will primarily be responsible for Customer protection, Customer advocacy and Flight Information Coordination.
Essential Responsibilities
Provide support for Airport Crewleaders during flight disruptions with Customer recovery options and coordination
Communicate with BlueCity leadership and Operations Crewmembers on a daily basis to ensure our Customers' needs are met.
Support and coordinate offline flight disruptions for customer recovery, including but not limited to; fuel, hotels and ground transportation
Monitor Air Traffic Control Traffic Management Initiatives and post flights delays with guidance from the System Controller and Air Traffic System Controller
Adjust capacity on JetBlue flights as required for equipment changes utilizing Sabre Sonic Inventory (SSI)
Create extra section flights as needed in Sabre Schedule Change Control
Responsible for updating Estimated Time of Departure (ETD) and flight information in Sabre Movement Control.
Build flight disruptions, flag daily group bookings and annotate Red Zone and Fleet launch flights utilizing Sabre Movement Control.
Coordinate with Salt Lake City Support Center and Real Time Recovery for voucher/customer issues
Monitor, log and communicate missing OOOI times, flight disruptions and Tarmac Delays
Assist the MOD and System Controller with SOC Communications during irregular Operations
Other duties as assigned
Minimum Experience and Qualifications
High School Diploma or General Education Development (GED) Diploma.
Two (2) years previous airline experience
Able to work under pressure in a team environment
Able to handle multiple tasks in a fast-paced environment
Excellent verbal and written skills
Strong analytical abilities
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
Proficient with Microsoft Office suite
Previous Coordination/Gate Management experience
Knowledge of Sabre software
Crewmember Expectations:
Regular attendance and punctuality
Potential need to work flexible hours and be available to respond on short-notice
Well groomed and 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
Must be an appropriate 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:
Normal Office Environment
Physical Effort:
Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)