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Title:  Coordinator Customer Service

Location: 

Long Island City, NY, US, 11101

Req ID:  24283

Position Summary

The Customer Service Coordinator (CSC) is the Customer advocate for JetBlue Airways.  The CSC is a liaison between the System Operations Center and the BlueCities.  The CSC assists the Manager System Operations Center (MOD) and the System Controller however will primarily be responsible for Customer protection, Customer advocacy and Flight Information Coordination.

Essential Responsibilities

  • Provide support for Airport Crewleaders during flight disruptions with Customer recovery options and coordination
  • Communicate with BlueCity leadership and Operations Crewmembers on a daily basis to ensure our Customers’ needs are met.
  • Support and coordinate offline flight disruptions for customer recovery, including but not limited to; fuel, hotels and ground transportation
  • Monitor Air Traffic Control Traffic Management Initiatives and post flights 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 Sabre Movement Control. 
  • Build flight disruptions, flag daily group bookings and annotate Red Zone and Fleet launch flights utilizing Sabre Movement Control.
  • Coordinate with Salt Lake City Support Center and Real Time Recovery for voucher/customer issues
  • Monitor, log and communicate missing OOOI times, flight disruptions and Tarmac Delays
  • Assist the MOD and System Controller with SOC Communications during irregular Operations
  • Other duties as assigned

Minimum Experience and Qualifications

  • High School Diploma or General Education Development (GED) Diploma.
  • Two (2) years previous airline 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
  • 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

  • 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 on short-notice
  • Well groomed and 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
  • Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
  • 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 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)


Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City

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