Guest Empowerment Team Member

Breeze Airways™•Salt Lake City, UT

13h•Remote

About The Position

The Guest Empowerment Team Member works as part of a remote team of highly motivated self-starters who support each other. Team Members must be self-motivated and actively participate in continuous training and development as they learn new skills beyond initial training. They must be willing and able to offer peer-to-peer feedback, to contribute to the development of a growing team. Team Members primary role is to communicate with Guests through a variety of digital channels as they troubleshoot web, app, and third-party technical issues. They resolve known issues and then teach Guests how to self-serve their travel experience. A typical day consists of handling tier-two escalations from Guests who have been transferred to the Guest Empowerment Team from the AI frontline. They will remain calm under pressure, identify accurate solutions, communicate clearly in writing and voice, and maintain a positive attitude.

Requirements

High School Diploma or General Education Development (GED) Diploma
Three (3) years of customer service experience
Excellent writing skills with an emphasis on grammar & spelling
Excellent reading comprehension
Basic proficiency with Microsoft Office 365
Proficient and quality written communication typing at 50 WPM.
Must pass an assessment which demonstrates customer service and team cooperation skills.
Multi-channel customer engagement experience (i.e. SMS, chat, email, and other messaging channels)
Flexible and able to work at any time, including nights, weekends, and holidays.
Provide regular verification of high-speed internet with minimum speeds of 10 Mbps up and down.
Able to complete multi-factor authentication and connect to VPN to access Breeze systems.
Provide a safe and professional office work environment within residence, free from background noise and distraction.
Reside in Utah be able to arrange your own travel to the Breeze headquarters in Salt Lake City, UT for meetings and trainings as needed.
Legally eligible to work in the country in which the position is located
Must be at least 18 years of age.
Strong attention to detail, organization, and time management skills
Self-starter with a positive attitude and strong desire for success
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 Breeze’s confidential reporting systems: Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)
Potential need to be available to respond on short notice as occasional overtime may be required to support irregular operations.

Nice To Haves

Previous airline experience
Previous contact center experience
4-year degree
Proficient and quality written communication at 65 WPM
Bi-lingual (English and Spanish)
Navitaire PSS experience
Gladly experience
High-speed internet with recommended speeds of 25Mbps up and down
When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
Organizational fit for the Breeze culture, that is, exhibit the Breeze values
Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
Lifting generally not required, or up to 10 pounds occasionally, 0 pounds frequently
Live and promote Breeze’s core Values and Vision

Responsibilities

Resolve complex situations for Guests
Engage in continuous and concurrent virtual conversations offering solutions and information for empowering Guests through their Breeze experience
Research systems and information to find the root cause of Guests’ technical difficulties
Perform Team Member in Charge administrative functions on rotation
Commit to regular attendance and punctuality
Work in multiple programs and on multiple screens simultaneously
Resolve Guests concerns with kindness.
Communicate with Guests through a digital-first contact approach and be willing to make outbound phone calls
Process queues for behind-the-scenes tasks
Mentor others as skillset expands
Share peer-to-peer feedback with a growth mindset.
Provide detailed feedback on opportunities to improve the overall Guest Experience by recommending improved processes though the spirit of ingenuity and integrity
Stay up to date on new product releases and participate in educational opportunities to deliver excellence in the role
Attend regular virtual on-camera meetings
Uphold the Breeze Aviation Group Values of Safety, Kindness, Ingenuity, and Excellence
Other duties as assigned
Achieve performance measure and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence