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 inOrlando, 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.
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
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))
Computer and other office equipment
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
Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary)