Supervisor Customer Support Bilingual at JetBlue in Salt Lake City, Utah

Job Description:

Position Summary:

The Customer Support Supervisor develops and maintains strategic relationships with JetBlue Crewmembers, internal departments, and Customers. The Supervisor serves Crewmembers through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. Additionally, the Supervisor is responsible for providing operational support to both frontline Crewmembers as well as Customers with mitigating/resolving escalated concerns and completing procedural transactions. The Supervisor will collaborate and partner closely with the Manager(s) to ensure success of our customer interactions, preserving the direct relationship, controlling costs, and driving revenue.

Positions are based primarily in Salt Lake City, Utah (SSC) or Orlando, Florida (JSC).

Customer Support Supervisors will oversee one or more of the following teams:

• 
  Customer Support:Provides excellent Customer Service and meets Customer needs through prompt responses to Customer inquiries and requests in both voice and digital channels regarding travel on JetBlue and interline bookings. This includes JetBlue Airports Crewmembers and Mosaic Customers.


• 
  Crew Travel:Assists Crewmembers with business and leisure travel needs and plays an instrumental role in the development of partner e-ticketing pass riding agreements.


• 
  Groups:Supports bookings of 10+ Customers on the same flight (day, time, etc.).


• 
  Business to Business Desk (B2B):Provides specialized support for meetings, contracted business travel, contracted groups, FAM/large travel certificate requests, corporate and government contracts, and other "non-standard"/unique Group and contract bookings.


• 
  Customer Recovery Specialists:Responds to escalated issues on behalf of our Executive Crew, corresponds with Customers who are threatening legal action or claiming injury and handles all Customer recovery efforts related to medical events that occur in airports or on flights.Additionally, they respond to all ACAA-related complaints and DOT reports, and general complaints/concerns.

Essential Responsibilities:

• Take a significant role in the development of Crewmembers to support their engagement, growth, and goal achievement


• Lead a team of Crewmembers through the change cycle using effective change management practices


• Lead and take responsibility for team performance and accountability


• Maintain engagement of the 24/7 operation and provide support to Crewmembers Collaborate with other Customer Support and JetBlue teams to build effective relationships of alignment and unity


• Resolve complex Crewmember and customer service issues


• Resolve and assist with operational Crewmember escalations


• Work with various departments and provide, when necessary, assistance in projects to move initiatives forward


• As needed, take Customer escalations and own recovery


• Send and receive email and Microsoft Teams correspondence


• Research and troubleshoot errors/inconsistencies with flight information, compensation requests, and specific details in tools including (but not limited to) Sabre Interact and in line with company policies and procedures.


• Other duties as assigned

Minimum Experience and Qualifications:

• High School Diploma or General Education Development (GED) Diploma


• Three (3) years customer service, sales, or airline experience, OR one (1) year JetBlue CEX experience


• One (1) year leadership or supervision experience, preferably in the airline/travel industry or contact center.


• Excellent verbal and written communication skill


• Demonstrate proficiency in reading, writing and speaking English


• Bilingual role only: Demonstrate proficiency in reading, writing, and speaking Spanish through a language assessment


• Able to travel to the office occasionally due to trainings, meetings, etc.


• Able to provide one telephone line and a high-speed internet connection minimums of:
  
  
  
  • Without VOIP: minimum 1.5 Mbps download and 256K upload speed
  
  
  • With VOIP: minimum 3 Mbps download and 512K upload speed
  
  
  
  


• Able to provide a safe and professional office-work environment, free from background noise and distraction


• Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment

• Ability to effectively manage and prioritize multiple tasks


• Effective research skills including the ability to analyze information, make determinations, and issue reports in accordance with company guidelines


• Possess basic data/root cause analysis skills and understanding of Customer Support tools/technology


• Possess basic understanding of the Customer Support workgroup's operation, staffing, and business model

• Available for occasional overnight travel


• Flexible and able to work at any time including nights, weekends, and holidays


• Proficient with the Microsoft Office Suite and internet browsers


• Must pass a ten (10) year background check and pre-employment drug test


• Must be legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications:

• Two (2)years leadership or supervision experience, preferably in the airline/travel industry or a contact center.


• One (1) year leadership or supervision of a remote team

• Proficient with Sabre Interact


• Knowledge of Aspect Scheduling Suite


• Ability to work independently and in a high-pressure team environment

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


• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion


• 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:

• Expected to primarily work from home with an occasional need to work from the office or if experiencing technical difficulties at home


• Must provide a safe and professional work at-home environment, free from background noise and distraction

Physical Effort:

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

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