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Title:  Reservations Crew Trainee Bilingual


Orlando, FL, US, 32819

Req ID:  32282

Position Summary

The Reservations Crew (Bilingual) is responsible for providing excellent customer service in both Spanish and English over the phone. The Reservations Crew must meet the Customer’s needs through prompt responses to Customer inquiries and requests.  The Reservations Crew must possess effective problem solving skills, must consistently provide excellent customer service, and must be willing and able to contribute to the development of a growing team environment.  After initial training has been successfully completed, Crewmembers will take reservations from home.


Essential Responsibilities

  • Answer continuous calls and digital messages (i.e. chat, SMS text, email, etc.) in Spanish and English regarding general information about airline travel on JetBlue Airways
  • Provide the JetBlue experience to every Customer, every time
  • Perform activities including viewing and sitting in front of a computer terminal, navigate and toggle between multiple screens, talk and type at the same time and navigating menus and screens on a computer terminal
  • Sell ancillary products from incoming calls
  • Resolve general customer service concerns through effective customer service techniques
  • Send and receive email correspondence
  • Initiate searches for miscellaneous travel-related information on the Internet
  • Work independently and in a team environment
  • Other duties as assigned


Minimum Experience and Qualifications

  • High School Diploma or General Education Development (GED) Diploma
  • Fluently speak, read, write, and translate accordingly in Spanish and English
  • One (1) year of customer service or sales experience
  • Able to type twenty five (25) words per minute
  • Successful completion of JetBlue Airways Initial Reservations training
  • Must pass an assessment which demonstrates basic computer, typing, and customer service skills
  • Ability to answer continuous calls and digital messages (i.e. chat, SMS text, email, etc.)
  • Excellent verbal (telephone) and written communication skills, including grammar
  • Demonstrate proficiency in reading, writing and speaking English
  • Demonstrate proficiency in reading, writing, and speaking Spanish through a language assessment
  • Strong customer service skills
  • Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
  • 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 minimums of:
    • Without VOIP: minimum 1.5 Mbps download and 256K upload speed
    • With VOIP: minimum 3 Mbps download and 512K upload speed
  • Provide a safe and professional office-work environment, free from background noise and distraction
  • Able to work from the Support Center for trainings and meetings 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

  • Previous reservation and/or call center experience 
  • Previous Sales experience
  • Attention to detail and strong organizational skills
  • Effective research skills including the ability to analyze information and make determinations in accordance with Company guidelines
  • Ability to send and receive email correspondence
  • Ability to initiate searches for miscellaneous travel-related information on the Internet
  • Ability to work independently and in a team environment
  • Highly motivated self-starter with the ability to multi-task


Crewmember Expectations:

  • Regular attendance and punctuality
  • 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
  • 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))



  • Computer and other office equipment


Work Environment:

  • Shift bid schedule, including nights, weekends, holidays and overtime
  • Must provide professional work at home environment
  • 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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