Manager Customer Support

Position Summary

The Customer Support Manager develops and maintains strategic relationships with JetBlue Crewmembers, internal departments, and Customers. The Manager serves Supervisors through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. The Manager will collaborate and partner closely with the General Managers, Directors, and VP to ensure success of our customer interactions, preserving the direct relationship, controlling costs, and driving revenue.

Customer Support Managers will oversee one or more of the following teams:
• Business to Business Desk (B2B): The Business to Business Desk provides specialized support for Meetings, Contracted Business Travel, Contracted Groups, FAM/Large Travel Certificate Requests, Corporate and Government Contracts, and other “non-standard”/unique Group and contract bookings.
• Crew Travel: Assists Crewmembers with business and leisure travel needs and plays an instrumental role in the development of partner e-ticketing pass riding agreements.
• Customer Recovery Specialists: Respond and resolve Customer correspondence including irate and escalated Customer concerns through multiple channels of communication including inbound/outbound email, chat, and phone using effective service recovery techniques. Respond on behalf of our Executive Crew, correspond with Customers who are threatening legal action or claiming injury and handle and all Customer recovery efforts related to medical events that occur in airports or on flights. Additionally, they respond to all ACAA-related complaints and DOT reports.
• Customer Support: Provides excellent Customer Service and meets Customer needs through prompt responses to Customer inquiries and requests in both voice and digital channels regarding travel on JetBlue and interline bookings. This includes JetBlue Airports Crewmembers and Mosaic Customers.
• Groups: Supports bookings of 10+ Customers on the same flight (day, time, etc.).

Essential Responsibilities
• Take a significant role in the development of Supervisors to support their engagement, growth, and goal achievement
• Lead a team of Supervisors and Crewmembers through the change cycle using effective change management practices
• Prepare and manage a budget including plan variance research and reporting
• Maintain engagement of the operation and provide support to Supervisors and Crewmembers when needed
• Collaborate with other Customer Support and JetBlue teams to build effective relationships of alignment and unity
• Participate in assessing and implementing tools affecting Crewmember performance, and training/retraining needs
• Resolve complex Crewmember and customer service issues
• Work with various departments and provide, when necessary, assistance in projects to move initiatives forward
• As needed, take Customer escalations and own recovery
• Other duties as assigned

Minimum Experience and Qualifications
• High School Diploma or General Education Development (GED) Diploma
• Five (5) years customer service, sales, or airline experience, OR three (3) years JetBlue CEX experience
• Five (5) years leadership or supervision experience, preferably in the Airline industry
• Excellent verbal and written communication skills
• Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment
• Ability to effectively manage and prioritize multiple tasks
• Ability to work independently and in a high pressure team environment
• Effective research skills including the ability to analyze information, make determinations, and issue reports in accordance with Company guidelines
• Available for occasional overnight travel (10%)
• Flexible and able to work at any time including nights, weekends, and holidays
• Proficient with the Microsoft Office Suite and Internet browsers
• Must pass a ten (10) year background check and pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications
• Bachelor’s Degree
• Proficient with Sabre Interact
• Knowledge of Aspect Scheduling Suite
• Ability to fluently speak, read, write, and translate accordingly in Spanish (if applicable)
• Exceptional project and time management skills

Crewmember Expectations:
• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• 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
• Must be an appropriate organizational fit for the JetBlue culture by exhibiting 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))

Equipment:
• Computer and other office equipment

Work Environment:
• Normal Office Environment

Physical Effort:
• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

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