Guest Empowerment Team Member

Already Part of Team Breeze? Current Breeze Airways Team Members should apply through the internal careers site in Workday and should not submit an application through this external posting.

Breeze is hiring- join us!

The Guest Empowerment Team Member works as part of a remote team of highly motivated self-starters who support each other. Team Members must be self-motivated and actively participate in continuous training and development as they learn new skills beyond initial training. They must be willing and able to offer peer-to-peer feedback, to contribute to the development of a growing team. Team Members primary role is to communicate with Guests through a variety of digital channels as they troubleshoot web, app, and third-party technical issues. They resolve known issues and then teach Guests how to self-serve their travel experience. A typical day consists of handling tier-two escalations from Guests who have been transferred to the Guest Empowerment Team from the AI frontline. They will remain calm under pressure, identify accurate solutions, communicate clearly in writing and voice, and maintain a positive attitude.

Starting Pay is $15 per hour.

Training for this role will be 100% Remote.

Here’s What You’ll Do

• 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 Collaboration 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 through 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 measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence.

Minimum Qualifications

Here’s what you need to be successful

• 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 10Mbps 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.
• 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.

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

Skills/Talents

• When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Organizational fit for the Breeze culture, that is, exhibit the Breeze values
• Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Lifting generally not required, or up to 10 pounds occasionally, 0 pounds frequently
• Live and promote Breeze’s core Values and Vision

Physical Demands & Working Conditions

• Prolonged periods of sitting at a desk and working on a computer
• Frequent use of hands and fingers for typing, handling documents, and operating standard office equipment
• Occasionally lift and/or move up to 15 pounds
• Occasional standing, walking, bending, and reaching within an office environment
• Clear verbal and written communication, requiring adequate speech, hearing, and vision
• Must be able to perform the essential functions of the position with or without reasonable accommodation

Perks of the Job

• 401K with Breeze Employee Match
• Generous PTO
• Travel on Breeze and other Airlines too!

Breeze Airways provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Breeze Airways will never request your Social Security Number, Driver’s License or Date of Birth on our job postings. Job Postings requesting any or all of this information should be regarded as a scam.