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Title:  JB Vacations Customer Care Bilingual FT (JetBlue Travel Products)


Orlando, FL, US, 32819 Salt Lake City, UT, US, 84121

Req ID:  24643

Customer Care Crewmember, Bilingual, Full-Time (JetBlue Travel Products)

This role is based in Salt Lake City (SSC) or Orlando (JSC)


Position Summary:  

The JetBlue Travel Products (JTP) Customer Care Crewmember supports the call center strategy and operations for JetBlue Vacations. The JTP CC Crewmember provides exceptional Customer service through one on one Customer contact to book and service vacations packages through JetBlue Vacations. Crewmembers must be flexible, have effective problem solving skills, sales skills, exceptional Customer service. They must consistently provide information on the different vacation package components along with the different JetBlue Travel products.  


Essential Responsibilities: 

  • Handle calls regarding general information about vacation packages through JetBlue Airways 

  • Apply specific formulas to packaging pricing structures 

  • Sell and close vacation products by JetBlue from incoming calls 

  • Document client contract details into 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  

  • Have significant attention to detail; ability to multitask frequently 

  • Respond to emails and other correspondence regarding Company products 

  • Resolve general customer service concerns through effective customer service techniques 

  • Provide excellent customer service to every Customer, every time 

  • Successfully complete trainings and stay proficient in the processes, policies, product and offerings of JetBlue, JetBlue Vacations and JetBlue Travel Products 

  • Attend scheduled Business partner meetings and other trainings in the Support Center 

  • 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 JetBlue Reservations 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 

  • Provide one telephone line and a high-speed internet connection (minimum 256K 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 trainings as needed, or if experiencing technical difficulties at home 

  • 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 vacations packaging experience 

  • Previous reservations/call center experience 

  • Effective problem solving skills 

  • Ability to work independently and to 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 

  • 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 


  • Computer and other office equipment 

Work Environment: 

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

  • Mandatory over-time may be required to cover irregular operations which occasionally cause extended work days 

Physical Effort:

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

Nearest Major Market: Orlando

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