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Title:  Guide, Paisly by JetBlue FT, Bilingual (JetBlue Travel Products)


Dania Beach, FL, US, 33004

Req ID:  36624

IMPORTANT UPDATE:  As part of this commitment to health and safety, COVID-19 vaccines are required for all JetBlue employees.  New hire employees must be fully vaccinated prior to the start of training.

Guide, Paisly by JetBlue FT, Bilingual (JetBlue Travel Products)


The JetBlue Travel Products (JTP) Guide, Paisly supports the Paisly by JetBlue contact center strategy and operations for JTP. This Crewmember is expected to demonstrate expert knowledge of all Paisly product offerings including, but not limited to: rental cars, hotels, theme park tickets, activities, and travel insurance.  This Crewmember must show enthusiasm, flexibility, and skills in customer service/hospitality, sales, problem-solving, written, and verbal communication, as well as the ability to navigate multiple systems seamlessly. This Crewmember must be able to identify solutions through one call/one-contact resolution to perform exceptional customer experience.

Essential Responsibilities

  • Provide outstanding customer service and issue resolution for all Paisly products through various customer support channels for all customers who purchase Paisly products.
  • Develop and maintain a deep knowledge of all Paisly products. 
  • Collaborate with various teams across JTP to solve customer issues. 
  • Conduct performance analyses of new products and enhancements.
  • Evaluate complex customer problems, identify root causes, and generate resolutions.
  • Document support activities, customer issues, and resolutions for reference purposes.
  • Give product and process feedback to leadership as requested.
  • Generate revenue through the JTP sales strategy by maintaining expert knowledge of all Paisly product offerings as outlined above.
  • Research product information related to Paisly products, including, but not limited to JetBlue and JTP.
  • Navigate multi-channel customer interactions (e.g., phone, chat, email, SMS, etc.) and troubleshoot systems as needed.
  • Manage customer information confidentially and accurately to ensure transactions are processed correctly.
  • Complete trainings successfully and stay proficient in the process, policies, and procedures of Paisly products. 
  • Work from the support center for determined amount of days per month.
  • Other duties as assigned. 

Minimum Experience and Qualifications

  • High School Diploma or General Education Development (GED) Diploma. 
  • Successful completion of initial Paisly training. 
  • Reside in the designated calling area.
  • Provide one telephone line and a high speed internet connection (minimum 100 Mbps connection speed)
  • Provide a safe and professional office-work environment, free from background noise and distraction. 
  • Able to work from the support center if experiencing technical difficulties at home.
  • Demonstrate proficiency in reading, writing, and speaking English. 
  • Proficient with the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint) and Internet Explorer.
  • Ability to work independently and to contribute to the development of a growing team environment.
  • Perform activities including viewing and sitting in front of a computer terminal, navigating and toggling between multiple screens, talking and typing at the same time, and navigating menus and screens on a computer terminal.
  • Highly motivated self-starter with the ability to multitask with attention to detail.
  • Effective research skills, including the ability to analyze information, make determinations, and issue reports in accordance with company guidelines.
  • Potential need to work flexible hours and be available to respond on short notice.
  • Well-groomed and able to maintain a professional appearance.
  • Must be an appropriate organizational fit for the JetBlue Travel Products culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.
  • Flexible and able to work at any time, including nights, weekends, and holidays.
  • Able to pass a ten (10) year background check and pre-employment drug test.
  • Legally eligible to work in the country in which the position is located.

Preferred Experience and Qualifications

  • Two (2) years of customer service experience.
  • Ability to work independently and contribute to a growing team environment.  
  • Previous reservations/contact-center service experience.
  • Excellent verbal (telephone) and written communication skills.
  • Proficient with Google Suite Tools (Documents, Sheets, Slides, etc.)


  • Computer and other office equipment.

Work Environment

  • Shift bid schedule, including nights, weekends, holidays, and overtime.

Physical Effort

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

Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami

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