Job details

Baggage Assistance Crew Bilingual

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))