Remote Guest Experience & Empowerment Specialist

Breeze Airways™; Cape Coral (FL); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Health, Vision and Dental — Full Time

Health Savings Account with Breeze E/M

401K with Breeze E/M

Generous PTO

Travel on Breeze and other Airlines

Job summary

Breeze Airways seeks a Guest Empowerment Team Member to assist Guests via digital channels, troubleshoot travel tech issues, and guide guests to self-serve. You will handle tier-two escalations from the AI frontline, mentor teammates, and help improve guest experiences with a focus on safety, kindness, ingenuity, and excellence.

The role requires 3+ years of customer service, strong writing, and multi-channel communication skills.

Qualifications

• High School Diploma or GED required.
• 3+ years of customer service experience.
• Excellent writing and grammar/spelling skills.
• Excellent reading comprehension.
• Proficiency with Microsoft Office 365.
• Typing speed of 50 WPM with quality written communication.
• Must pass an assessment on customer service and team cooperation.
• Multichannel engagement experience (SMS, chat, email, etc.).
• Able to work nights, weekends, and holidays.
• Reliable high-speed internet (10 Mbps up/down).
• Legally eligible to work in the U.S.
• 18+ years old.
• Safety and security reporting awareness.

Responsibilities

• Resolve complex situations for Guests.
• Engage in continuous, multi-channel conversations to empower Guests.
• Research systems to find root causes of technical difficulties.
• Collaborate on administrative functions on rotation.
• Maintain punctual attendance.
• Work across multiple programs and screens.
• Provide courteous guest support and outbound contact when needed.
• Mentor others as skills grow; share peer feedback.
• Suggest process improvements to enhance guest experience.
• Stay updated on product releases and training opportunities.
• Attend regular virtual meetings.
• Uphold Breeze values of Safety, Kindness, Ingenuity, Excellence.

Skills

Excellent writing

Excellent reading

Multichannel engagement

Self-starter

Attention to detail

Education

High School Diploma or GED

4-year degree (preferred)

Tools

Microsoft Office 365

Navitaire PSS

Gladly

VPN access

Job description

Breeze Airways seeks a Guest Empowerment Team Member to assist Guests via digital channels, troubleshoot travel tech issues, and guide guests to self-serve. You will handle tier-two escalations from the AI frontline, mentor teammates, and help improve guest experiences with a focus on safety, kindness, ingenuity, and excellence.

The role requires 3+ years of customer service, strong writing, and multi-channel communication skills.