Guest Empowerment Team Member

Breeze Airways™; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Guest Empowerment Team Member to join their remote team. In this role, you'll be at the forefront of enhancing the travel experience, providing support through various digital channels. Your day-to-day will involve resolving guest inquiries, troubleshooting technical issues, and mentoring fellow team members. The ideal candidate will possess strong customer service skills, a knack for problem-solving, and an ability to communicate effectively. This position offers the flexibility of full-time or part-time work, making it an exciting opportunity for self-starters looking to make a difference in the travel industry.

Benefits

Vision and Dental

Health Savings Account with Employee Match

401K with Employee Match

PTO

Travel on Breeze and other Airlines

Qualifications

• 3+ years of customer service experience required.
• Excellent writing skills and proficiency in communication at 50 WPM.
• Ability to work flexible hours including nights and weekends.

Responsibilities

• Resolve complex situations for Guests through digital channels.
• Engage in virtual conversations to empower Guests.
• Research and identify solutions for technical difficulties.

Skills

Customer Service

Written Communication

Problem Solving

Time Management

Multi-channel Engagement

Attention to Detail

Self-motivation

Education

High School Diploma or GED

Tools

Microsoft Office 365

Job description

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 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.

Pay is $15 per hour.

This can be either a full-time or part-time position depending on preference and availability.

Here’s what you’ll do

• 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
• 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 through 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

Here’s what you need to be successful

Minimum Qualifications

• 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
• 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 within 50 miles of a Breeze location and 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.

Preferred Qualifications

• Proficient and quality written communication at 65 WPM
• Bi-lingual (English and Spanish)
• Gladly experience
• High-speed internet with recommended speeds of 25Mbps up and down

Skills/Talents

• 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

Interview Process

The entire process is fully virtual, and all communication will happen over email or via video chat.

Once you’ve submitted your application, the team will review your submission.

At Breeze, our main priority is being a Seriously Nice Airline. That means we do our best to avoid delays, whether we're on the runway about to take off or moving through the interview process with a Guest Empowerment Team Member candidate.

Here's what our application/interview process looks like:

Step One: Criteria Assessment

Step Two: Typing Assessment

Step Four: On Demand Video Interview

Step Five: Proctored Writing Interview

Perks of the Job

• Vision and Dental
• Health Savings Account with Breeze Employee Match
• 401K with Breeze Employee Match
• PTO
• Travel on Breeze and other Airlines too!

Breeze Airways provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Breeze Airways will never request your Social Security Number, Driver’s License or Date of Birth on our job postings. Job Postings requesting any or all of this information should be regarded as a scam. To ensure you are applying to an actual Breeze Airways posting, please apply online at www.flybreeze.com then click “Careers” at the bottom of the page.

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