Title:  Coordinator Customer Service

Position Summary

The Customer Service Coordinator (CSC) serves as a customer advocate for JetBlue in the Systems Operation Center (SOC) and will execute real-time solutions. The CSC will facilitate customer coordination efforts between the SOC, real-time recovery coordinators, and all BlueCities while keeping the customer focus in mind. The CSC will work closely with operational teams to provide recovery information that will impact crewmembers and customers in a timely manner.   

Essential Responsibilities

• Provides support for SOC crewleaders, and Customer Experience Duty Managers 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, food, 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.
• Adjusts capacity on JetBlue flights as required for equipment changes utilizing Sabre Sonic Inventory (SSI).
• Creates 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. 
• Builds flight disruptions, flags daily group bookings, and annotates Red Zone and Fleet launch flights utilizing JetBlue’s aircraft tracking software.
• Monitors, logs and communicates missing Out Off On In (OOOI) times, flight disruptions, and tarmac delays.
• Assists 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) year Customer Service experience 
• Excellent verbal and written communication skills 
• Ability to influence and persuade stakeholders  
• Ability to build alignment and drive decisions in complex stakeholder environments 
• Ability to communicate recommendations and next steps in a way that motivates action 
• Strong organization and time management skills 
• Ability to think creatively, problem solve in real time and work under pressure in a team environment 
• Ability to handle multiple tasks in a fast-paced environment 
• Highly organized and able to prioritize effectively 
• Ability to work a flexible schedule to cover 24 hours per day, 7 days per week operations 
• Available for occasional overnight travel (10%)
• Able to pass a pre-employment drug test 
• 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

• Two (2) years of 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 safety and security 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))
• 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

• Traditional 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.