Reservations Crew Trainee PT

  • JetBlue Airways Corporation
  • Orlando, FL, USA
  • May 02, 2021
Full time Customer Service

Job Description

Position Location: John Young Support Center (JSC)

The Reservations Crew is responsible for providing excellent customer service 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.) regarding general information about airline travel on JetBlue
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
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
Other duties as assigned

Minimum Experience and Qualifications

High School Diploma or General Education Development (GED) Diploma
Two (2) years of customer service experience
Able to type twenty-five (25) words per minute
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
Strong customer service skills, including grammar
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 (minimum 256K connection speed)
Provide a safe and professional office-work environment, free from background noise and distraction
Able to work from the Support Center for meetings and trainings 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
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
Well-groomed and 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))


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).