Title:  Helpful Human Bilingual, United Airlines UA (Paisly)

Helpful Human, United Airlines UA (Paisly)

Position Summary

Ready to turn vacation dreams into unforgettable memories? As a Helpful Human for the United Airlines (UA) product at Paisly, you'll be the trusted expert that travelers turn to when planning unforgettable getaways. If connecting with people and creating incredible travel experiences sounds like your kind of adventure, this opportunity is calling your name!

As a Helpful Human with Paisly, you will work in a hybrid call center environment, delivering exceptional customer service by handling incoming calls to book and manage vacation packages. Through ongoing training and development, you will continuously be building the skills needed to excel in your role and provide memorable experiences for our customers.

Why Paisly?

• Join a connected, energized team of crewmembers who work in Orlando and/or Fort Lauderdale, focused on bringing people together and helping create unforgettable memories; while being supported by a leadership team that’s with you every step of the way.
• At Paisly, we’re not just asking you to sell vacation packages and standalone products, we want you to experience them too! As a Paisly crewmember, you’ll enjoy unlimited standby flight privileges on JetBlue and several other airline partners (OAL), plus exclusive perks and deals with our lodging partners. Sounds pretty great, right?
• After completing training, most of your shifts will be remote, however there will be an in-center requirement of four (4) scheduled shifts and two (2) days of mandatory training a month.
• You'll gain first-hand experience in the vacations business from the customer’s perspective, opening the door to endless opportunities for growth within Paisly.

Day in the life

• Be prepared to connect people and create memorable experiences for our customers.
• Our customers call us 24/7 so we are there for them when needed.
• We go above and beyond to provide exceptional customer service.

Essential Responsibilities

• Handle calls regarding general information about UA stand alone and UA vacation packages.
• Sell and close UA vacation products via incoming calls.
• Document customer contract details into the reservation system.
• Make determinations on all aspects of a booking including schedule availability, fares, and fees.
• Research flight information and look up general airport information.
• Provide a one-call resolution for every customer.
• Have significant attention to detail; ability to multitask frequently.
• Navigate multi-channel customer interactions (e.g., phone, chat, email, short message service (SMS), etc.) and troubleshoot systems as needed.
• Respond to emails and other correspondence regarding company products.
• Resolve general customer service questions through effective customer service techniques.
• Provide excellent customer service to every customer, every time.
• Successfully complete a two (2) week on-site classroom training followed by two (2) weeks of on-the-job training.
• Continuously remain proficient in processes, policies, products, and offerings of Paisly UA and JetBlue.
• Other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma.
• Two (2) years of customer service experience.
• Successful completion of initial Paisly UA training once hired.
• Demonstrate proficiency in reading, writing and speaking English.
• Demonstrate proficiency in reading, writing and speaking Spanish through a language assessment (Bilingual role only).
• Flexible and able to work at any time, including nights, weekends and holidays.
• Reside in the designated calling area of Orlando and/or Ft. Lauderdale.
• High-speed internet connection (minimum 100 Mbps download and 50 Mbps upload connection speed).
• Provide a safe and professional office-work environment, free from background noise and distraction.
• Able to work from the support center for meetings or training as needed.
• Available for overnight travel (10%).
• Must pass a ten (10) year background check.
• Must be 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

• One (1) year of Avaya/Amazon Webs Services experience (AWS).
• Two (2) years of vacations packaging experience.
• One (1) year of Aspect experience.
• Previous reservations/call center experience.
• Effective problem-solving skills.
• Ability to work independently and contribute to the development of a growing team environment.
• Excellent verbal (telephone) and written communication skills.
• Excellent organizational skills.
• Effective research skills including the ability to analyze information, make determinations, and issue reports in accordance with company guidelines.
• Ability to send and receive email correspondence.
• Ability to initiate searches for miscellaneous travel-related information on the internet.
• Highly motivated self-starter with the ability to multitask.

Crewmember Expectations

• Regular attendance and punctuality.
• Crewmembers must be flexible.
• Effective problem-solving skills.
• Exceptional sales skills.
• Extraordinary customer service skills.
• Consistently provide information on vacation package components offered by Paisly UA. 
• 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.
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position. 

Equipment

• Computer and other office equipment.

Work Environment

• Shift bid schedule, including nights, weekends, holidays, and overtime.
• Mandatory overtime may be required to cover irregular operations which occasionally cause extended workdays.

Physical Effort

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