Guest Empowerment Team Member

Working at Breeze Airways is an exciting endeavor and a serious commitment to bring “The World’s Nicest Airline” to life. We work cross-functionally with truly awesome Team Members to deliver on our mission: “To make the world of travel simple, affordable, and convenient. Improving our guests travel experience using technology, ingenuity and kindness.”

Breeze is hiring- join us! 

The Guest Empowerment Team Member works as part of a remote team of highly motivated self-starters that support each other while empowering Breeze Guests along their travel journey. Team Members communicate through a variety of digital channels and empower Guests to use the Breeze app and website to make flight reservations, itinerary changes, manage their account and get answers to their questions. Workdays can be quite routine, or they can be demanding. A high-demand day may consist of working with multiple Guests at the same time during an operational disruption or helping a hurried Guest who may take out their frustration on the Team Member. Remaining calm under pressure, focusing on accurate solutions, communicating clearly in writing, and maintaining a positive attitude are essential skills for this job. Team Members must be self-motivated and willing and able offer peer-to-peer feedback, to contribute to the development of a growing team environment. 

Start Date: May 20, 2024. 

Pay is $15 per hour.

Here’s what you’ll do 

• Commit to regular attendance and punctuality
• Communicate with Guests through a digital-first contact approach, but also telephone communication as needed.
• Engage in continuous and concurrent virtual conversations offering solutions and information for empowering Guests through their Breeze experience
• Work in multiple programs and on multiple screens simultaneously
• Resolve Guests concerns with kindness.
• Research systems to find the root cause of Guests’ technical difficulties
• Make outbound phone calls to Guests with disabilities and business partners, on behalf of Guests
• Process queues for behind-the-scenes tasks
• Mentor others as your skillset expands
• Share peer-to-peer feedback with a growth mindset.
• Provide detailed feedback on opportunities to improve the overall Guest Experience by recommending improved processes though the spirit of ingenuity and integrity
• Stay up to date on new product releases and participate in educational opportunities to deliver excellence in the role
• Work independently and as part of a team
• Attend regular virtual on-camera meetings
• Uphold the Breeze Aviation Group Values of Safety, Kindness, Ingenuity, and Excellence
• Other duties as assigned
• Achieve performance measure and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence.

Here’s what you need to be successful 

Minimum Qualifications 

• High School Diploma or General Education Development (GED) Diploma
• Two (2) years of customer service experience
• Excellent writing skills with an emphasis on grammar & spelling
• Excellent reading comprehension
• Basic proficiency with Microsoft Office 365
• Proficient and quality written communication typing at 45 WPM.
• Must pass an assessment which demonstrates customer service and team cooperation skills.
• Multi-channel customer engagement experience (i.e.SMS, chat, email, and other messaging channels)
• Flexible and able to work at any time, including nights, weekends, and holidays.
• Provide regular verification of high-speed internet with minimum speeds of 5Mbps up and down.
• Able to complete multi-factor authentication and connect to VPN to access Breeze systems.
• Provide a safe and professional office work environment within residence, free from background noise and distraction.
• Reside within 50 miles of a Breeze location or be able to arrange your own travel to the Breeze headquarters in Salt Lake City, UT for meetings and trainings as needed.
• Legally eligible to work in the country in which the position is located
• Must be at least 18 years of age.
• Strong attention to detail, organization, and time management skills
• Self-starter with a positive attitude and strong desire for success
• 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)
• Potential need to be available to respond on short notice as occ