Coordinator Customer Service

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The Customer Service Coordinator (CSC) serves as a customer advocate for Jet Blue 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 Blue Cities while keeping the customer focus in mind. The CSC will work closely with operational teams to provide recovery information that will impact crew members and customers in a timely manner.

• Provides support for SOC crew leaders, and Customer Experience Duty Managers during flight disruptions with customer recovery options and coordination.
• Communicates with Blue City leadership and SOC crew members 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 Jet Blue 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 Jet Blue’s aircraft tracking software.
• Builds flight disruptions, flags daily group bookings, and annotates Red Zone and Fleet launch flights utilizing Jet Blue’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.

• High School Diploma or General Education Development (GED) Diploma.
• One (1) year of previous airline operations 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.
• Able to work variable hours, flexible shifts, including holidays and weekends
• Available for occasional overnight travel (10%).
• Must 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.

• Two (2) years of airline experience.
• Proficient with Microsoft Office suite.
• Knowledge of Sabre software.
• 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 Jet Blue flights, and if time permits, all capable crew members are asked to assist with light cleaning of the aircraft.
• Must be an appropriate organizational fit for the Jet Blue culture by exhibiting the Jet Blue values of Safety, Caring, Integrity, Passion, and Fun.
• Promote Jet Blue’s #1 value of Safety by acting as a Safety Ambassador and supporting Jet Blue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards.
• Identify and report any safety and/or security concerns, issues, incidents, or hazards, including Jet Blue’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.

• Computer and other office equipment.
• Traditional office environment.

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

• The base pay range for this position starts at $26.78 per hour. Base pay is one component of Jet Blue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crew member stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on Jet Blue, and more.

Jet Blue Airways is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other legally protected basis.

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