Job Description: The Service Operations Specialist JetBlue Travel Products (JTP) will primarily focus on supporting our JetBlue Travel Products Customer Care Team’s (JTPCCT) operation functions. The role will assist with customer retention and recovery, customer complaint resolution, processing transaction exceptions (e.g., complex relocations, correction of service failures, modifying customer booking details, etc.), notifying customer of significant schedule changes and processing Sabre Queues to coordinate flight and lodging accommodations for stranded customer. The ideal candidate will utilize advanced problem-solving skills to meet the operational demands of a fast-paced environment, and as new projects or tasks arise will be responsible for developing new or improved processes and Standard Operating Procedures (SOP). The role will also work collaboratively to resolve urgent escalations, be comfortable with ambiguity, able to contribute creative solutions to complex issues, and will thrive in a self-starter environment. Job Responsibilities: Assist JetBlue customer ticketing PNRs by processing Marcus Pay as a form of payment. Assist with Irregular Operations (IROP). Notify customer of hotel changes, renovations, and relocations via email and phone. Process and issue Giveaways requests and cancellations. Maintain JTP service operations inboxes to assist, action and respond to business partners’ emails as needed. Support the JTPCC Leadership by responding to customers on behalf of the Executive team. Assist with report analysis relevant to the JTPCCT department. Respond to customer’s correspondence in writing via Astute. Solve customer issue escalations across the travel ribbon in partnership with cross-functional internal teams, issuing and requesting compensation as needed. Process transaction exceptions (e.g. Respond and resolve corporate escalations, out of system re-bookings, certificate extensions etc.). Job Requirements: Ability to work well under pressure. Ability to work independently and in a team environment. Available for occasional overnight travel (10%) Highly motivated self-starter with the ability to multi-task. Able to pass a ten (10) year background check and pre-employment drug test. Flexible and able to work at any time, including nights, weekends and holidays. Ability to rapidly resolve complex customer service issues and provide exceptional customer service. Experience with SharePoint. Excellent organizational skills, critical thinking and attention to detail. Effective research skills including the ability to coordinate information and issue reports in accordance with company guidelines. Strong knowledge of JTPCCT guidelines, procedures and systems. Legally eligible to work in the country in which the position is located. Qualification & Experience: Two (2) years of commissioned sales experience. Potential need to work flexible hours and be available to respond on short-notice. Successful completion of Initial JetBlue Vacations training. Demonstrate proficiency in Google Suite. Two (2) years of vacation package experience. Two (2) years of customer service experience. Two (2) years of call center service experience. Strong knowledge of JTPCCT guidelines, procedures and systems. Job Details: Company: JetBlue Airways Vacancy Type: Full Time Job Location: Salt Lake City, UT, US Application Deadline: N/A Apply Here getyourvacancy.com
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