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 and contribute to the development of a growing team.

The primary role is to communicate with Guests through a variety of digital channels to troubleshoot web, app, and third-party technical issues. Team Members resolve known issues and teach Guests how to self-serve their travel experience. A typical day consists of handling tier-two escalations from Guests transferred from the AI frontline, remaining calm under pressure, identifying accurate solutions, and communicating clearly in writing and voice while maintaining a positive attitude.

Training for this role will be 100% remote.

Responsibilities

• Resolve complex situations for Guests
• Engage in continuous and concurrent virtual conversations offering solutions and information for empowering Guests through their Breeze experience
• 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
• Communicate with Guests through a digital-first contact approach and be willing to make 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 by recommending improved processes through the spirit of ingenuity and integrity
• Stay up to date on new product releases and participate in educational opportunities to deliver excellence in the role
• Attend regular virtual on-camera meetings
• Uphold the Breeze Aviation Group Values of Safety, Kindness, Ingenuity, and Excellence
• Other duties as assigned
• Achieve performance measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence
• When working or traveling on Breeze flights, and if time permits, assist with light cleaning of the aircraft
• Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary, including Breeze’s confidential reporting systems: Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)

Requirements

• High School Diploma or General Education Development (GED) Diploma
• Three (3) years of customer service experience
• Excellent writing skills with an emphasis on grammar and spelling
• Excellent reading comprehension
• Basic proficiency with Microsoft Office 365
• Proficient and quality written communication typing at 45 WPM
• Must pass an assessment demonstrating customer service and team cooperation skills
• Multi-channel customer engagement experience (e.g., SMS, chat, email, and other messaging channels)
• Flexible and able to work at any time, including nights, weekends, and holidays
• Provide regular verification of high-speed internet with minimum speeds of 10Mbps up and down
• Able to complete multi-factor authentication and connect to VPN to access Breeze systems
• Provide a safe and professional office work environment within residence, free from background noise and distraction
• Reside within 50 miles of a Breeze location in Florida
• Must have authorization to work in the US as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Strong attention to detail, organization, and time management skills
• Self-starter with a positive attitude and strong desire for success
• Potential need to be available to respond on short notice as occasional overtime may be required to support irregular operations

Preferred Qualifications

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

Skills

• Organizational fit for the Breeze culture, exhibiting the Breeze values
• Exemplifies Breeze’s safety culture, values, and mission
• Lifting generally not required, or up to 10 pounds occasionally, 0 pounds frequently
• Live and promote Breeze’s core Values and Vision

Physical Demands & Working Conditions

• Prolonged periods of sitting at a desk and working on a computer
• Frequent use of hands and fingers for typing, handling documents, and operating standard office equipment
• Occasionally lift and/or move up to 15 pounds
• Occasional standing, walking, bending, and reaching within an office environment
• Clear verbal and written communication, requiring adequate speech, hearing, and vision
• Must be able to perform the essential functions of the position with or without reasonable accommodation

Pay

Starting pay is $15 per hour.

Benefits

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