Customer Experience Specialist - Salt Lake City, UT

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. Future opportunities include advancing to specialty teams that respond to customer concerns or resolve complex international ticketing issues. As Delta continues to offer new ways for customers to connect, Specialists may also assist customers via Twitter, Facebook, or other emerging social media platforms.

Responsibilities

• Actively listen to customers to quickly identify and own their issues
• Search for solutions to problems and make quality decisions
• Pay close attention to detail
• Interact with a globally diverse group of customers and colleagues
• Consistently 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

Requirements

• High School diploma, GED, or High School Equivalency
• At least 18 years of age
• Authorized to work in the United States
• Embraces diverse people, thinking, and styles
• Consistently makes 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
• Demonstrates that privacy is a priority when handling personal data

Qualifications

Preferred Qualifications:

• 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

• 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 for loved ones in all stages
• Holistic Wellbeing programs supporting physical, emotional, social, and financial health, including an employee assistance program, free financial coaching, and mental health resources
• Domestic and International space-available flight privileges for employees and eligible family members
• World-wide partnerships for community service and sustainability goals
• Recognition rewards and awards through the platform Unstoppable Together
• Business Resource Groups to connect employees with common interests, promote inclusion, and implement strategies
• Access to over 500 discounts, specialty savings, and voluntary benefits through Delta Perks (e.g., car and hotel rentals, auto, home, and pet insurance, legal services, and childcare)