Experienced Customer Solutions Specialist - Global Escalations and High-Profile Issues Resolution (Remote) - United States

Join the Team at blithequark: Elevating Customer Experience and Innovation in the Aviation Industry

blithequark is a pioneering global airline that has been at the forefront of connecting people and uniting the world through exceptional service and innovation. With a significant presence in hundreds of locations worldwide, blithequark serves millions of customers and prides itself on a diverse and inclusive workforce. Our organization is built on the values of diversity, equality, and inclusivity, creating an environment where employees can thrive and contribute to our mission of uplifting communities and providing outstanding service.

Job Summary: Customer Solutions Specialist - Global Escalations and High-Profile Issues Resolution

We are seeking a highly skilled and experienced Customer Solutions Specialist to join our Global Customer Solutions team at blithequark. As a Specialist, you will play a pivotal role in ensuring that high-profile customer issues are addressed promptly and effectively. You will collaborate with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience. If you have a passion for delivering exceptional customer service, resolving complex issues, and working in a dynamic and deadline-driven environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

• Incident Investigation and Resolution: Research and partner with stake-holding departments to address high-profile customer issues, ensuring timely and effective resolutions.
• Documentation and Communication: Ensure proper documentation and representation of cases, including public statements and follow-up actions, and communicate with stakeholders at all levels.
• Root Cause Analysis: Conduct root cause analysis and provide suggestions for addressing failures to prevent future incidents.
• Collaboration with External Organizations: Collaborate with external organizations to establish customer experience history for escalated incidents and identify opportunities for improvement.
• Leadership Updates and Communications: Provide leadership updates and executive-level communications on incident handling and resolution, ensuring transparency and accountability.
• Process Improvement: Proactively identify opportunities to improve customer resolution processes and offer subject matter expertise and escalation support to team members and external contact center groups.

Essential Skills and Qualifications:

• Operational or Contact Center Experience: Minimum two years of operational or contact center experience, preferably in a customer-facing role.
• Communication Skills: Superior written and verbal communication skills, with the ability to interact professionally with stakeholders at all levels.
• Problem-Solving and Decision-Making: Strong problem-solving ability and decision-making skills, with the ability to analyze complex issues and provide effective solutions.
• Analytical Skills: Proven analytical skills and attention to detail, with the ability to interpret data and identify trends.
• Technical Skills: Proficiency in email applications and Microsoft Office products, with the ability to quickly adapt to new technologies.
• Work Authorization: Legal authorization to work in the United States without sponsorship.
• Experience with Complex Cases: Experience with highly complex cases and customer service escalations, preferably in the airline industry.

Preferred Qualifications:

• Bachelor's Degree: Bachelor's degree in English, Journalism, or a related field, with a focus on communication, customer service, or business administration.
• Foreign Language Proficiency: Foreign language proficiency, with the ability to communicate with customers and stakeholders in multiple languages.
• Knowledge of blithequark Policies: Knowledge of blithequark policies, procedures, and initiatives, with the ability to apply this knowledge to drive business results.
• Airline Industry Experience: Experience in the airline industry, with a deep understanding of the aviation business and customer service standards.

Career Growth Opportunities and Learning Benefits:

At blithequark, we are committed to the growth and development of our employees. As a Customer Solutions Specialist, you will have access to comprehensive training programs, mentorship opportunities, and career advancement paths. You will be part of a dynamic team that values innovation, customer service, and employee well-being.

Work Environment and Company Culture:

blithequark offers a supportive and rewarding work environment that celebrates diversity and inclusivity. Our company culture is built on the values of respect, empathy, and teamwork, with a focus on delivering exceptional customer service and driving business results. As a remote employee, you will have the flexibility to work from anywhere, with access to cutting-edge technologies and collaboration tools.

Compensation, Perks, and Benefits:

We offer a comprehensive compensation package that includes:

• Competitive Salary: A competitive salary ranging from $57,700 to $87,560, based on experience and skills.
• Bonus Eligibility: Bonus eligibility, with opportunities to earn additional income based on performance.
• Comprehensive Benefits Package: A comprehensive benefits package, including medical, dental, vision, life, accident, and disability insurance.
• Parental Leave and Employee Assistance Program: Parental leave and employee assistance program, with support for work-life balance.
• Commuter Benefits and Flight Privileges: Commuter benefits and flight privileges, with opportunities to travel and explore new destinations.
• Paid Holidays and Time Off: Paid holidays and time off, with opportunities to recharge and relax.
• 401(k) Plan: A 401(k) plan with employee and company contribution opportunities, with a focus on retirement savings and financial planning.

Why Join blithequark?

At blithequark, we are passionate about delivering exceptional customer service, driving innovation, and making a positive impact on the world. As a Customer Solutions Specialist, you will be part of a dynamic team that values diversity, inclusivity, and employee well-being. You will have access to comprehensive training programs, mentorship opportunities, and career advancement paths, with a focus on growth and development.

How to Apply:

If you are a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through our careers website, and we will be in touch to discuss your application.

blithequark is an equal opportunity employer, fostering an inclusive workplace that celebrates diversity and embraces individuals from all backgrounds. We look forward to hearing from you!