Job Description
The Reservations Crew (Bilingual/Spanish) 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.
Your main responsibilities in this role include the following:
Duties and 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
Job Requirements
High School Diploma or General Education Development (GED) Diploma
Fluently speak, read, write, and translate accordingly in Spanish and English
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
Demonstrate proficiency in reading, writing and speaking English (and Spanish for Bilingual role)
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
At least eighteen (18) years old
Provide one telephone line and a high-speed internet connection (minimum upload 256K connection speed, minimum download 1.5 Mbps connection 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
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
Preferred Experience and Qualifications
Job Details
Company: JetBlue Airways
Employment Type: Part-Time
Job Location: Salt Lake City, UT, USA
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