Coordinator Customer Service

 

 

Position Summary

The Customer Service Coordinator (CSC) serves as a Customer advocate for JetBlue. The CSC acts as a liaison between the System Operations Center (SOC) and all BlueCities. The CSC is primarily responsible for Customer advocacy and protection, and Flight Information Coordination.

 

Essential Responsibilities

• Provide support for SOC Crew Leaders 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, 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.
• Adjust capacity on JetBlue flights as required for equipment changes utilizing Sabre Sonic Inventory (SSI).
• Create 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. 
• Build flight disruptions, flag daily group bookings, and annotate Red Zone and Fleet launch flights utilizing JetBlue’s aircraft tracking software.
• Monitor, log and communicate missing Out Off On In (OOOI) times, flight disruptions, and tarmac delays.
• Assist the SOC Manager on Duty (MOD) and System Controller with communications during Irregular Operations (IROPs)
• Other duties as assigned

 

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma.
• One (1) 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%)
• Pass a pre-employment drug test.
• 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

​​​​​​​

Preferred Experience and Qualifications

• Two (2) years airline experience
• Proficient with Microsoft Office suite.

• Previous Coordination/Gate Management experience.
• Knowledge of Sabre software.

​​​​​​​

     Crewmember Expectations:

• Regular attendance and punctuality.
• Potential need to work flexible hours and be available to respond at 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.
• Must be an appropriate organizational fit for the JetBlue culture by exhibiting the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.
• Promote JetBlue’s #1 value of Safety by acting as a Safety Ambassador and supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards.
• Identify and report any safety and/or security concerns, issues, incidents, or hazards, including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)).

​​​​​​​

Equipment:

• Computer and other office equipment.

​​​​​​​

     Work Environment:

• Normal office environment.

​​​​​​​

     Physical Effort:  

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary).

​​​​​​​

     Compensation:  ​​​​​​​​​​​​​​

• The base pay range for this position starts at $26.78 per hour. Base pay is one component of JetBlue’s total compensation package, which may also include 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, and more.