Guest Empowerment Team Member

About the Role

The Guest Empowerment Team Member works as part of a remote team of highly motivated self-starters who support each other. Team Members must be self-motivated and actively participate in continuous training and development as they learn new skills beyond initial training. They must be willing and able to offer peer-to-peer feedback, contributing to the development of a growing team. The primary role is to communicate with Guests through various digital channels, troubleshooting web, app, and third-party technical issues, resolving known issues, and teaching Guests to self-serve their travel experience.

Responsibilities

• Resolve complex situations for Guests
• Engage in continuous and concurrent virtual conversations, offering solutions and information to empower Guests
• Research systems and information to find the root cause of Guests’ technical difficulties
• Perform Team Member in Charge administrative functions on rotation
• Commit to regular attendance and punctuality
• Work in multiple programs and on multiple screens simultaneously
• Resolve Guests’ concerns with kindness through a digital-first contact approach, including outbound phone calls
• Process queues for behind-the-scenes tasks
• Mentor others as skillset expands
• Share peer-to-peer feedback with a growth mindset
• Provide detailed feedback on opportunities to improve the overall Guest Experience
• Stay up to date on new product releases and participate in educational opportunities
• Attend regular virtual on-camera meetings
• Uphold the Breeze Aviation Group Values of Safety, Kindness, Ingenuity, and Excellence
• Achieve performance measures and adhere to established standards

Requirements

• Reside in Utah and able to travel to Breeze headquarters in Salt Lake City for meetings and trainings
• Provide regular verification of high-speed internet (minimum 10Mbps up and down)
• Able to complete multi-factor authentication and connect to VPN
• Provide a safe and professional office work environment within residence
• Authorization to work in the US as defined by the Immigration Reform Act of 1986
• At least 18 years of age

Qualifications

• High School Diploma or General Education Development (GED) Diploma
• Three (3) years of customer service experience
• Excellent writing skills with emphasis on grammar and spelling
• Excellent reading comprehension
• Basic proficiency with Microsoft Office 365
• Proficient written communication, typing at 45 WPM
• Must pass assessment demonstrating customer service and team cooperation skills
• Multi-channel customer engagement experience (SMS, chat, email, etc.)
• Flexible schedule, including nights, weekends, and holidays

Preferred Qualifications

• Previous airline experience
• Previous contact center experience
• 4-year degree
• Proficient written communication at 65 WPM
• Bi-lingual (English and Spanish)
• Navitaire PSS experience
• Gladly experience
• High-speed internet (recommended 25Mbps up and down)

Skills

• Strong attention to detail, organization, and time management
• Self-starter with a positive attitude
• Ability to identify safety and/or security concerns

Pay

Starting Pay is $15 per hour.

Benefits

• Health, Vision, and Dental – Full Time
• Health Savings Account with Breeze Employee Match
• 401K with Breeze Employee Match
• Generous PTO
• Travel on Breeze and other Airlines

Schedule

Flexible schedule, including nights, weekends, and holidays. Potential need for occasional overtime to support irregular operations.

Physical Demands & Working Conditions

• Prolonged periods of sitting and working on a computer
• Frequent use of hands and fingers for typing and handling documents
• Occasionally lift and/or move up to 15 pounds
• Clear verbal and written communication