Guest Operations Communications Specialist

Breeze Airways•Cottonwood Heights, UT

About The Position

Working at Breeze Airways is an exciting endeavor and a serious commitment to bring “The World’s Nicest Airline” to life. We work cross-functionally with truly awesome Team Members to deliver on our mission: “To make the world of travel simple, affordable, and convenient. Improving our guests travel experience using technology, ingenuity and kindness.” Breeze is hiring- join us! The Guest Operations Communications Specialist works in the Breeze Operations Control Center (OCC) to monitor disruptions and send timely and accurate flight-level notifications with the goal of improving the Guest Experience. The primary role is to keep Guests and internal stakeholders informed and updated during irregular operations. Here's what you'll do Actively monitor the status of Breeze flights and identify potential disruptions Document flight status updates in internal systems Send proactive flight-level notifications in a timely manner Collaborate consistently across teams inside and outside of the OCC to provide recovery solutions for unique operational challenges Monitor flights for high-need situations that require additional recovery options or higher-touch attention and coordinate follow through Regularly audit and update communication templates to comply with regulatory and policy updates Monitor sentiment on disupted flights and escalate concerns as needed Communicate effectively with internal stakeholders to ensure alignment Provide regular reporting and insights to leadership Work in multiple programs and on multiple screens simultaneously Mentor others as skillset expands Share peer-to-peer feedback with a growth mindset Participate in improving the overall Guest Experience by recommending improved processes Maintain punctuality and consistent attendance 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. Here's what you'll need to be successful Actively monitor the status of Breeze flights and identify potential disruptions Document flight status updates in internal systems Send proactive flight-level notifications in a timely manner Collaborate consistently across teams inside and outside of the OCC to provide recovery solutions for unique operational challenges Monitor flights for high-need situations that require additional recovery options or higher-touch attention and coordinate follow through Regularly audit and update communication templates to comply with regulatory and policy updates Monitor sentiment on disupted flights and escalate concerns as needed Communicate effectively with internal stakeholders to ensure alignment Provide regular reporting and insights to leadership Work in multiple programs and on multiple screens simultaneously Mentor others as skillset expands Share peer-to-peer feedback with a growth mindset Participate in improving the overall Guest Experience by recommending improved processes Maintain punctuality and consistent attendance 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.

Requirements

High School Diploma or General Education Development (GED) Diploma
Two (2) years experience in written communication
One (1) year experience in airline operations
Strong written and verbal communications skills
Ability to work in a fast-paced, high-pressure environment
Basic proficiency with Microsoft Office 365 and ability to learn new systems quickly
Flexible and able to work at any time, including nights, weekends, and holidays
Legally eligible to work in the country in which the position is located
Must be at least 18 years of age
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

College degree
1-2 years customer service experience
65 WPM typing skills
Bi-lingual (English and Spanish)
Navitaire PSS experience
Technical writing proficiency
Excellent reading comprehension
Problem-solving and critical thinking
Strong attention to detail
Organizational and prioritization skills
Ability to work under pressure

Responsibilities

Actively monitor the status of Breeze flights and identify potential disruptions
Document flight status updates in internal systems
Send proactive flight-level notifications in a timely manner
Collaborate consistently across teams inside and outside of the OCC to provide recovery solutions for unique operational challenges
Monitor flights for high-need situations that require additional recovery options or higher-touch attention and coordinate follow through
Regularly audit and update communication templates to comply with regulatory and policy updates
Monitor sentiment on disupted flights and escalate concerns as needed
Communicate effectively with internal stakeholders to ensure alignment
Provide regular reporting and insights to leadership
Work in multiple programs and on multiple screens simultaneously
Mentor others as skillset expands
Share peer-to-peer feedback with a growth mindset
Participate in improving the overall Guest Experience by recommending improved processes
Maintain punctuality and consistent attendance
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
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.