Baggage Assistance Crew
Position can be based at (OSC) Orlando Support Center or Salt Lake City Support Center (SBC)
Position Summary
The Baggage Assistance Crew in the Central Baggage Support (CBS) Call Center. The primary task is assisting Customers calling into the CBS toll free number to inquire about the status of their bags. The Assistance Crew checks the status in NetTracer and relays the latest information to the Customer. The Assistance Crew must be knowledgeable in NetTracer, the interline bag transfer process, interim requirements, and have excellent customer service skills. They may occasionally need to call Blue City BSO’s to gather more information on the Customer’s behalf. This position has the option of working from home.
Essential Responsibilities
- Utilize NetTracer System to locate mishandled baggage throughout the JetBlue system
- Utilize Smart Suite system to locate and explain to Customers the bag status
- Scan data retrieved and entered into NetTracer
- Track and follow-up on baggage recovery actions
- Extended bag search and attaching OHD matches
- Offer Customer immediate compensation for negligible disservice
- Answer continuous calls via telephone regarding general information about baggage claims on JetBlue Airways
- Provide the JetBlue experience to every Customer, every time
- Perform activities including viewing and sitting in front of a computer terminal, navigate and toggle between multiple screens, and talk and type at the same time Resolve general baggage service concerns through effective customer service techniques
- Correspond with Customers via email communications in Astute and NetTracer Portal
- Review and respond to all incoming communications within the Customer portal
- Ability to initiate searches for baggage claims
- Other duties as assigned
Minimum Experience and Qualifications
- Two (2) years customer service experience
- High School Diploma or General Education Development (GED) Diploma
- Knowledge of Microsoft Office Suite and Internet explorer
- Must pass an assessment which demonstrates basic computer, typing, and customer service skills
- Excellent verbal (telephone) and written communication skills
- Flexible to work any shift including nights, weekends, and holidays
- Able to type twenty five (25) words per minute
- Reside in the designated calling area
- Provide one telephone line and a high-speed internet connection (minimum 256K connection speed)
- Provide a safe and professional office-work environment, free from background noise and distraction
- Able to work from the Central Baggage Service Office if experiencing technical difficulties at home
- Available for occasional overnight travel (10%)
- Pass a ten (10) year background check and pre-employment drug test when applicable
- Legally eligible to work in the country in which the position is located
Preferred Experience and Qualifications
- Ability to review and rapidly resolve customer service issues
- Knowledge of NetTracer
- Airline or/and BSO experience
Crewmember Expectations:
- Regular attendance and punctuality
- Potential need to work flexible hours and be available to respond on short-notice
- Able to maintain a professional appearance
- When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
- Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun
- Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
- Identify safety concerns, issues, incidents or hazards that should be reported and report them whenever
possible and by any means necessary, including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
- Upholding JetBlue’s safety performance metric goals and understanding how they relate to their duties and responsibilities
Equipment:
- Computer and other office equipment
Work Environment:
- Shift bid schedule, including nights, weekends, holidays and overtime
- Must provide professional work at home environment
Physical Effort:
Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary)