Reservations Crew Trainee Bilingual PT

The Hill; Orlando (FL); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Bilingual Reservations Crew member to provide outstanding customer service in both Spanish and English. This role involves managing customer inquiries about airline travel, offering a seamless experience while working independently from home after training. The ideal candidate will possess strong communication and problem-solving skills, along with a passion for customer service. Join a dynamic team that values safety, integrity, and fun, and be part of a growing company that prioritizes its employees' development and well-being.

Qualifications

• Must be fluent in Spanish and English with strong customer service skills.
• One year of customer service or sales experience required.

Responsibilities

• Provide excellent customer service in both languages over the phone.
• Answer calls and digital messages regarding airline travel.

Skills

Bilingual (Spanish and English)

Customer Service Skills

Problem Solving Skills

Typing Skills

Communication Skills

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Internet Explorer

Job description

Position Summary

The Reservations Crew (Bilingual) is responsible for providing excellent customer service in both Spanish and English over the phone. The Reservations Crew must meet the Customer’s needs through prompt responses to Customer inquiries and requests. The Reservations Crew must possess effective problem solving skills, must consistently provide excellent customer service, and must be willing and able to contribute to the development of a growing team environment. After initial training has been successfully completed, Crewmembers will take reservations from home.

Essential Responsibilities

Answer continuous calls and digital messages (i.e. chat, SMS text, email, etc.) in Spanish and English regarding general information about airline travel on JetBlue Airways
Provide the JetBlue experience to every Customer, every time
Perform activities including viewing and sitting in front of a computer terminal, navigate and toggle between multiple screens, talk and type at the same time and navigating menus and screens on a computer terminal
Sell ancillary products from incoming calls
Resolve general customer service concerns through effective customer service techniques
Send and receive email correspondence
Initiate searches for miscellaneous travel-related information on the Internet
Work independently and in a team environment
Other duties as assigned

Minimum Experience and Qualifications

High School Diploma or General Education Development (GED) Diploma
Fluently speak, read, write, and translate accordingly in Spanish and English
One (1) year of customer service or sales experience
Able to type twenty five (25) words per minute
Successful completion of JetBlue Airways Initial Reservations training
Must pass an assessment which demonstrates basic computer, typing, and customer service skills
Ability to answer continuous calls and digital messages (i.e. chat, SMS text, email, etc.)
Excellent verbal (telephone) and written communication skills, including grammar
Demonstrate proficiency in reading, writing and speaking English
Demonstrate proficiency in reading, writing, and speaking Spanish through a language assessment
Strong customer service skills
Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
Flexible and able to work at any time, including nights, weekends and holidays
Reside in the designated calling area
Provide one telephone line and a high-speed internet connection minimums of:
Without VOIP: minimum 1.5 Mbps download and 256K upload speed
With VOIP: minimum 3 Mbps download and 512K upload speed
Provide a safe and professional office-work environment, free from background noise and distraction
Able to work from the Support Center for trainings and meetings as needed, or if experiencing technical difficulties at home
Able to pass a ten (10) year background check and pre-employment drug test
Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

Previous reservation and/or call center experience
Previous Sales experience
Attention to detail and strong organizational skills
Effective research skills including the ability to analyze information and make determinations in accordance with Company guidelines
Ability to send and receive email correspondence
Ability to initiate searches for miscellaneous travel-related information on the Internet
Ability to work independently and in a team environment
Highly motivated self-starter with the ability to multi-task

Crewmember Expectations:

Regular attendance and punctuality
Potential need to work flexible hours and be available to respond on short-notice
Able to maintain a professional appearance
When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
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 JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))

Equipment:

Computer and other office equipment

Work Environment:

Shift bid schedule, including nights, weekends, holidays and overtime
Must provide professional work at home environment
Mandatory over-time may be required to cover irregular operations which occasionally cause extended work days

Physical Effort:

Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary).