Guest Empowerment Team Member

Summary

Join Breeze Airways as a Guest Empowerment Team Member and contribute to their mission of making travel simple, affordable, and convenient. This remote position involves providing support to guests through various digital channels, resolving technical issues, and empowering them to self-serve their travel experience. You will handle tier-two escalations, research system issues, and communicate effectively with guests. The role requires excellent customer service skills, strong written communication, and proficiency with Microsoft Office 365. You will also be responsible for mentoring others, providing feedback, and staying up-to-date on new product releases. This position offers a competitive hourly rate, flexible work arrangements, and the opportunity to travel on Breeze and other airlines.

Requirements

• 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
• Excellent reading comprehension
• 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

Responsibilities

• 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
• Process queues for behind-the-scenes tasks
• 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 though 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

Preferred Qualifications

• Previous airline experience
• Previous contact center experience
• 4-year degree
• Proficient and quality written communication at 65 WPM
• Bi-lingual (English and Spanish)
• Navitaire PSS experience
• Gladly experience
• High-speed internet with recommended speeds of 25Mbps up and down

Benefits

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