Customer Service Coordinator

Role Overview

• The Customer Service Coordinator (CSC) serves as a customer advocate for JetBlue in the Systems Operation Center (SOC) and will execute real-time solutions.
• The CSC will facilitate customer coordination efforts between the SOC, real-time recovery coordinators, and all BlueCities while keeping the customer focus in mind.
• The CSC will work closely with operational teams to provide recovery information that will impact crewmembers and customers in a timely manner.
• Provides support for SOC crewleaders, and Customer Experience Duty Managers during flight disruptions with customer recovery options and coordination.
• Communicates with BlueCity leadership and SOC crewmembers daily to ensure our customers’ needs are met.
• Supports and coordinates offline flight disruptions for customer recovery, including fuel, hotels, food, and ground transportation.
• Monitors Air Traffic Control Traffic Management Initiatives (ATC TMIs) and posts flight delays with guidance from the System Controller and Air Traffic System Controller.
• Adjusts capacity on JetBlue flights as required for equipment changes utilizing Sabre Sonic Inventory (SSI).
• Creates extra section flights as needed in Sabre Schedule Change Control.
• Responsible for updating Estimated Time of Departure (ETD) and flight information in JetBlue’s aircraft tracking software.
• Builds flight disruptions, flags daily group bookings, and annotates Red Zone and Fleet launch flights utilizing JetBlue’s aircraft tracking software.
• Monitors, logs and communicates missing Out Off On In (OOOI) times, flight disruptions, and tarmac delays.
• Assists the SOC Manager on Duty (MOD) and System Controller with communications during Irregular Operations (IROPs).
• Other duties as assigned.

Requirements

• High School Diploma or General Education Development (GED) Diploma
• One (1) year of previous airline operations experience
• Able to work under pressure in a team environment
• Able to handle multiple tasks in a fast-paced environment
• Excellent verbal and written skills
• Strong analytical abilities
• Able to work variable hours, flexible shifts, including holidays and weekends
• Available for occasional overnight travel (10%)
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required, this position is not eligible for visa sponsorship
• Two (2) years of airline experience (preferred)
• Proficient with Microsoft Office suite (preferred)
• Previous Coordination/Gate Management experience (preferred)
• Knowledge of Sabre software (preferred)

Benefits

• access to healthcare benefits
• a 401(k) plan and company match
• crewmember stock purchase plan
• short-term and long-term disability coverage
• basic life insurance
• free space available travel on JetBlue