Experienced Customer Solutions Specialist - Global Customer Experience Enhancement at blithequark

Transforming Customer Experience in the Aviation Industry blithequark is a leading global airline that connects people and unites the world. With a presence in hundreds of locations worldwide, blithequark serves millions of customers with a diverse and inclusive workforce. As an organization, blithequark values diversity, equality, and inclusivity, fostering an environment where employees can thrive and contribute to the company mission of uplifting communities and providing exceptional service. Job Summary As a Specialist in Global Customer Solutions at blithequark, you will play a crucial role in ensuring high-profile customer issues are addressed promptly and effectively. You will be the linchpin in collaborating with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience. If you are a customer-centric professional with a passion for delivering exceptional service, we invite you to join our dynamic team. Key Responsibilities Research and Collaboration: Partner with stake-holding departments to address high-profile customer issues, ensuring timely and effective resolutions. Documentation and Representation: Ensure accurate documentation and representation of cases, including public statements and follow-up actions. Root Cause Analysis: Conduct thorough root cause analysis and provide actionable suggestions for addressing failures. External Collaboration: Collaborate with external organizations to establish customer experience history for escalated incidents. Leadership Updates: Provide regular leadership updates and executive-level communications on incident handling and resolution. Process Improvement: Proactively identify opportunities to improve customer resolution processes, enhancing overall customer experience. Subject Matter Expertise: Offer subject matter expertise and escalation support to team members and external contact center groups. Essential Qualifications and Skills To succeed in this role, you must possess: A minimum of two years of operational or contact center experience, preferably in a customer-facing or related role. Superior written and verbal communication skills, with the ability to articulate complex issues clearly. The ability to interact professionally with stakeholders at all levels, both internally and externally. Strong problem-solving ability and decision-making skills, with a proven track record of resolving complex customer issues. Proven analytical skills and attention to detail, with the ability to analyze data and identify trends. Proficiency in email applications and Microsoft Office products, with the ability to adapt to new software and systems. Legal authorization to work in the United States without sponsorship. Experience with highly complex cases and customer service escalations is highly desirable. Preferred Qualifications While not mandatory, the following qualifications will give you a competitive edge: A Bachelor's degree in English, Journalism, or a related field, demonstrating your strong communication and writing skills. Foreign language proficiency, which will enable you to effectively communicate with a diverse customer base. Knowledge of blithequark policies, procedures, and initiatives, showcasing your familiarity with our operations. Experience in the airline industry, providing you with a deeper understanding of the unique challenges and opportunities in this sector. Career Growth and Learning Benefits At blithequark, we are committed to your professional growth and development. As a Specialist in Global Customer Solutions, you will have access to: Comprehensive training programs, designed to enhance your skills and knowledge in customer service and issue resolution. Opportunities for career advancement, as we promote from within and recognize talent. A dynamic and supportive work environment that encourages innovation and creativity. Work Environment and Company Culture As a remote employee at blithequark, you will enjoy: Flexible working hours, allowing you to manage your work-life balance effectively. A dynamic and deadline-driven environment that is both challenging and rewarding. A culture that values diversity, inclusion, and employee well-being, fostering a sense of community and belonging. Compensation, Perks, and Benefits We offer a comprehensive compensation package that includes: A competitive salary ranging from $57,700 to $87,560, based on your experience and skills. Bonus eligibility, providing you with opportunities to earn additional income. A comprehensive benefits package, including medical, dental, vision, life, accident, and disability insurance. Parental leave and employee assistance program, supporting your personal and family needs. Commuter benefits and flight privileges, making your travel experiences more convenient and enjoyable. Paid holidays and time off, allowing you to recharge and relax. A 401(k) plan with employee and company contribution opportunities, helping you plan for your future. Why Join blithequark? At blithequark, you will be part of a dynamic team dedicated to excellence in customer service and innovation in the aviation industry. With a commitment to diversity, inclusion, and employee well-being, we offer a supportive and rewarding work environment where you can make a difference. If you are a motivated and customer-centric professional looking for a challenging and fulfilling role, we encourage you to apply. How to Apply If you are ready to take your career to the next level and join a team that is passionate about delivering exceptional customer experiences, please submit your resume and cover letter through our careers website by the job posting end date of 03/17/2024. blithequark values diverse experiences and encourages all qualified individuals to apply. We are an equal opportunity employer, fostering an inclusive workplace that celebrates diversity and embraces individuals from all backgrounds. Apply for this job