Experienced Remote Customer Service Representative – Airline Operations and Customer Experience Management
About Us
At Delta Airlines, we're more than just a leading airline – we're a team of passionate individuals dedicated to delivering exceptional service to our valued customers. As a Remote Customer Service Representative, you'll play a pivotal role in ensuring our passengers have a seamless and enjoyable travel experience. Our remote team is the backbone of our customer service operations, and we're seeking dedicated individuals who share our commitment to excellence.Job Summary
We're seeking an experienced Remote Customer Service Representative to join our team. As a key member of our remote customer service team, you'll be responsible for providing exceptional service to our customers, resolving issues, and driving process improvements. If you're a customer-focused individual with excellent communication skills and a passion for delivering outstanding service, we want to hear from you.Key Responsibilities
As a Remote Customer Service Representative, you'll be responsible for:- Mastering information on all airline operations and activities, including cycles and methodologies.
- Providing exceptional support to the airline's group in resolving queries and exploring processes.
- Collaborating with crew members to identify issues in the field and providing timely solutions.
- Ensuring that crew members' calls and messages are responded to within 3 minutes or less.
- Handling requests related to airline tasks frameworks, including the Booking and Takeoff Control Framework.
- Addressing system functional queries promptly and collaborating with IT or colleagues to resolve issues quickly.
- Examining delays and service disappointments and escalating to Airline Operations Initiative.
- Coordinating all airline exercises during IRROPS (Irregular Operations) and acting as a client advocate to create plans for the best client result.
- Providing timely information and updates to Dispatch/Support Control and impacted airports.
- Fostering redirection recovery plans and proactively monitoring landing area times to prevent administrative infringement.
- Sending Situation Reports (SITREPs) to functional leaders and partners during IRROPS.
- Ensuring ideal declarations and conveniences for clients during IRROPS.
- Leading telephone calls with authorities and communicating client recovery necessities to the airline and the Client Service Center (CSC).
- Sending SMS messages to clients during IRROPS to keep them informed about delays, cancellations, or redirection recovery plans.
- Working collaboratively with OCC Administrators, Airline Operations, Flight Operations, Inflight, Maintenance, and the CSC to constantly improve processes.
- Driving the development of IRROPS arrangements and cycles.
- Routinely contributing to the Airline Operations Support Playbook.
Essential Qualifications
To be successful in this role, you'll need:- A high school diploma or equivalent.
- At least 2 years of experience in customer service, preferably in the airline industry.
- Excellent communication, teamwork, and leadership skills to impact performance.
- Autonomous judgment and trustworthy thinking abilities to manage complexity and identify underlying drivers.
- Strong written and verbal communication skills to cultivate and foster collaboration and leadership.
- A steady critical thinking and continuous improvement attitude.
- Ability to work independently with minimal supervision and drive for results.
- Master information on airline operations and interdepartmental cycle streams.
- Capacity to identify concerns or patterns and drive issue resolution while striving for excellence.
Preferred Qualifications
While not required, the following qualifications would be an asset:- A degree in a related field, such as business administration or hospitality.
- Experience working in a call center or customer service environment.
- Knowledge of airline operations, including cycles and methodologies.
- Experience with CRM software and other customer service tools.
- Fluency in multiple languages.
Skills and Competencies
To succeed in this role, you'll need to possess the following skills and competencies:- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Strong leadership and teamwork skills to drive process improvements.
- Ability to adapt to changing situations and priorities.
- Strong written and verbal communication skills to cultivate and foster collaboration and leadership.
- Steady critical thinking and continuous improvement attitude.
Career Growth Opportunities and Learning Benefits
As a Remote Customer Service Representative, you'll have opportunities to:- Develop your skills and knowledge in customer service, airline operations, and process improvement.
- Take on additional responsibilities and leadership roles within the team.
- Participate in training and development programs to enhance your skills and knowledge.
- Collaborate with cross-functional teams to drive process improvements and innovation.
- Contribute to the development of new processes and procedures.
Work Environment and Company Culture
As a Remote Customer Service Representative, you'll work in a dynamic and fast-paced environment that requires adaptability, flexibility, and a customer-focused mindset. Our company culture values:- Excellence in customer service.
- Collaboration and teamwork.
- Continuous learning and improvement.
- Adaptability and flexibility.
- Strong leadership and communication skills.
Compensation, Perks, and Benefits
As a Remote Customer Service Representative, you'll enjoy:- A competitive salary and benefits package.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment.
- Flexible work arrangements and remote work options.
- Access to training and development programs.
- Opportunities to contribute to process improvements and innovation.
- A comprehensive benefits package, including medical, dental, and vision coverage.
- A 401(k) or other retirement savings plan with company match.
- Generous paid time off and holidays.
- Travel benefits and discounts on airline tickets and other travel-related services.
- Employee assistance programs and mental health resources.