Customer Solution Supervisor_W_H

Delta Airlines is a world-class airline renowned for its exceptional safety standards, flawless operations, and dedication to customer satisfaction. The Concierge team serves as an extension of the RES OCC team, responsible for strategizing proactive service recovery during significant irregular operations (IROP) events. Their primary focus is to execute event planning for affected customers during these disruptions, which may include off-airport excursions and activities. The Concierge team plays a crucial role in helping us achieve our annual flight plan goals.

Summary Of Responsibilities

• Plan and implement strategies for customers affected by significant irregular operations (IROP).
• Organize excursions or offsite activities to help customers escape the stressful airport environment during an extensive delay or offer them a meaningful gesture following a significant service disruption.
• Collaborate with various “Customer Desks” within the Operations Customer Center (OCC), Airport Customer Service (ACS), Revenue Management (RM), In-Flight Services (IFS), and Reservations (RES) to fully understand the scope of customer impact and plan events accordingly.
• Secure final approvals for event planning from Reservations (RES) and Operations Customer Center (OCC) leadership, ensure adherence to allocated budgets, and reconcile all purchase invoices.
• When not coordinating events, collaborate with Reservations (RES) and Operations Customer Center (OCC) Coordinators to support Proactive Service Recovery and create “Moments that Delight.”
• Adopt safety-conscious behaviors in all operational processes and procedures.

• Possesses a high school diploma, GED, or high school equivalency
• Is at least 18 years of age and has authorization to work in the United States
• Consistently prioritizes safety and security of self, others, and personal data
• Strong written and verbal communication skills in English
• Experience in airport operations
• Embrace a variety of perspectives, ideas, and approaches
• Cultural awareness and exhibit Delta Air Lines' values
• Strong customer service skills, with a good working knowledge of Delta policies and procedures being advantageous
• Schedule flexibility to accommodate varying shifts, extended hours, and "on call" requirements
• Approachability and interpersonal skills that foster trust and respect
• Ability to work with minimal direction, strong decision-making skills, and interpersonal skills
• Demonstrate privacy as a priority when handling personal data
• Ability to work in a time-sensitive environment, be a self-starter, work well with others and highly motivated
• Proficiency with Delta Term (base operating system)

• Bachelor's Degree
• Previous experience in event planning is highly preferred
• Experience in Customer Care and handling Irregular Operations (IROP) is preferred
• Must be a high performer with a strong record of reliability and no recent corrective actions

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, and Servant Leadership every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Competitive salary, industry-leading profit sharing program, and performance incentives
• 401(k) with generous company contributions up to 9%
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
• Domestic and International space-available flight privileges for employees and eligible family members
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
• Recognition rewards and awards through the platform Unstoppable Together
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Access to over 500 discounts, specialty savings and voluntary benefits through Delta Perks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare