Customer Service Specialist

Jobtailor; Denver (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

EF Go Ahead is seeking a customer-focused professional to build authentic relationships with travelers and manage expectations before departures. You will work across phone, email, and chat, using AI-powered tools to resolve requests and maintain a cohesive experience.

You will excel with empathy, emotional intelligence, and a growth mindset, thriving in complex situations and remaining calm under pressure while guiding travelers to positive outcomes.

Qualifications

• 4 years of relevant customer service or client-facing experience or a 4-year college degree.
• Empathy and relationship-building drive your work.
• You thrive in complexity.
• High emotional intelligence.
• Sound judgment and confidence under pressure.
• Naturally curious and collaborative.
• Brings purpose to work and growth mindset.
• Comfort with adopting AI-powered tools.

Responsibilities

• Build authentic relationships with travelers, making each person feel known and valued.
• Proactively reach out to travelers ahead of departure to set expectations and build excitement.
• Partner with internal teams to resolve traveler requests with a single, cohesive experience.
• Make meaningful decisions within an AI-powered workflow, approving and redirecting communications as needed.
• Own and de-escalate emotionally charged situations with patience and composure.
• Adapt communication style to match travelers’ needs across phone, email, and chat.
• Exercise independent judgment on policy exceptions, compensation, and resolution decisions.

Skills

Empathy

Emotional intelligence

Complex problems

Curiosity

Collaborator

Growth mindset

AI tools

Patience under pressure

Education

4-year college degree

Tools

AI-powered tools

Job description

Responsibilities

• Build authentic relationships with travelers, making each person feel known, valued, and genuinely cared for as part of the EF Go Ahead community.
• Proactively reach out to travelers ahead of departure to set expectations, answer questions, and build excitement.
• Partner with internal teams to resolve traveler requests seamlessly, owning the outcome and ensuring travelers receive a single, cohesive experience.
• Make meaningful decisions within an AI-powered workflow, from approving and redirecting traveler communications to challenging output that misses the mark.
• Take ownership of and de-escalate emotionally charged situations with patience and composure.
• Adapt your communication style and approach to match each traveler’s needs and preferences across phone, email, and chat.
• Exercise independent judgment on policy exceptions, compensation, and resolution decisions.

Requirements

• 4 years of relevant customer service or client-facing experience or a 4-year college degree.
• Your work is driven by empathy and relationship building.
• You thrive in complexity.
• You have high emotional intelligence.
• You exercise sound judgment and confidence under pressure.
• You are naturally curious.
• You are a natural collaborator.
• You bring purpose to your work.
• You embrace a growth mindset.
• You are comfortable adopting new technology and AI-powered tools.

Core Competencies

Demonstrates strong customer service skills with a focus on relationship building and emotional intelligence. Capable of navigating complex situations and making sound judgments while utilizing AI-powered tools for effective communication.