Guest Operations Communications Specialist

Already part of Team Breeze? Current Breeze Airways team members should apply through the internal careers site in Workday.

About the role

The Guest Operations Communications Specialist works in the Breeze Operations Control Center (OCC) to monitor disruptions and send timely and accurate flight-level notifications with the goal of improving the Guest Experience. The primary role is to keep Guests and internal stakeholders informed and updated during irregular operations.

Responsibilities

• Actively monitor the status of Breeze flights and identify potential disruptions
• Document flight status updates in internal systems
• Send proactive flight-level notifications in a timely manner
• Collaborate consistently across teams inside and outside of the OCC to provide recovery solutions for unique operational challenges
• Monitor flights for high-need situations that require additional recovery options or higher-touch attention and coordinate follow through
• Regularly audit and update communication templates to comply with regulatory and policy updates
• Monitor sentiment on disrupted flights and escalate concerns as needed
• Communicate effectively with internal stakeholders to ensure alignment
• Provide regular reporting and insights to leadership
• Work in multiple programs and on multiple screens simultaneously
• Mentor others as skillset expands
• Share peer-to-peer feedback with a growth mindset
• Participate in improving the overall Guest Experience by recommending improved processes
• Maintain punctuality and consistent attendance
• 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
• 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
• Two (2) years experience in written communication
• One (1) year experience in airline operations
• Strong written and verbal communications skills
• Ability to work in a fast-paced, high-pressure environment
• Basic proficiency with Microsoft Office 365 and ability to learn new systems quickly
• Flexible and able to work at any time, including nights, weekends, and holidays
• 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
• 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

• College degree
• 1-2 years customer service experience
• 65 WPM typing skills
• Bi-lingual (English and Spanish)
• Navitaire PSS experience

Skills

• Technical writing proficiency
• Excellent reading comprehension
• Problem-solving and critical thinking
• Strong attention to detail
• Organizational and prioritization skills
• Ability to work under pressure
• Exemplifies Breeze’s safety culture, values, and mission

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

Benefits

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