Customer Experience Specialist - Minneapolis, MN

About the Role

Delta Air Lines is the most awarded airline for customer satisfaction. We are looking for Customer Experience Specialists to join our high-energy call center environment. As a member of our Reservations team, you will join a performance-based culture and a service and sales-focused team passionate about listening to, caring for, and connecting with customers.

In this role, you will answer calls in an efficient, courteous, and accurate manner, while assessing customer needs and offering solutions and additional products. Ideal candidates have the desire to make our customer's travel not only outstanding but memorable.

In our fast-paced environment, you will connect with customers and build an experience where they feel heard, understood, and meaningful. This is accomplished by:

• Actively listening
• Quickly identifying and owning customer issues
• Actively searching for solutions to problems
• Making quality decisions
• Attention to detail
• Interacting with a globally diverse group of customers and colleagues

Specialists consistently sell travel-related services and promote credit card vendor partner products. Specialists must understand and adhere to all Delta and U.S. Department of Transportation (DOT) compliance requirements. There are future opportunities to advance to specialty teams that respond to customer concerns or resolve complex international ticketing issues.

As Delta continues to offer new ways for our customers to connect with us, Specialists may assist customers via Twitter, Facebook, or other emerging social media platforms.

Responsibilities

• Answer calls in an efficient, courteous, and accurate manner
• Assess customer needs and offer solutions and additional products
• Actively listen and engage with customers to make their travel experience outstanding and memorable
• Sell travel-related services and promote credit card vendor partner products
• Understand and adhere to all Delta and U.S. Department of Transportation (DOT) compliance requirements
• Assist customers via social media platforms such as Twitter and Facebook
• Maintain excellent attendance, performance, self-motivation, and goal attainment
• Prioritize privacy when handling personal data

Requirements

• High School diploma, GED, or High School Equivalency
• Be at least 18 years of age
• Authorized to work in the United States
• Embrace diverse people, thinking, and styles
• Consistently make safety and security of self and others the priority
• Flexible in working PM shifts with 2 consecutive days off, likely midweek
• Digital literacy in navigating web-based applications, emails, instant messaging, and internet searches
• Demonstrate clear, cheerful, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation
• Reliable and committed by maintaining excellent attendance, performance, self-motivation, and goal attainment

Qualifications

What will give you a competitive edge:

• One year of experience working in sales or customer service (helpful but not required)
• Spanish language fluency (Delta periodically opens internal bilingual positions with associated pay increase)

Benefits

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. Here are some of the benefits and perks to help you keep climbing:

• 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, free financial coaching, and extensive mental health resources
• Domestic and International space-available flight privileges for employees and eligible family members
• World-wide partnerships to engage in community service and innovative goals focused 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, auto, home, and pet insurance, legal services, and childcare