• Job Description

  Req#: 55079

  Position Summary

  The Customer Service Coordinator (CSC) serves as a Customer advocate for JetBlue. The CSC acts as a liaison between the System Operations Center (SOC) and all BlueCities. The CSC is primarily responsible for Customer advocacy and protection, and Flight Information Coordination.

  Essential Responsibilities

  • Provide support for SOC Crew Leaders during flight disruptions with Customer recovery options and coordination.
  • Communicates with BlueCity leadership and SOC Crewmembers daily to ensure our Customers' needs are met.
  • Supports and coordinates offline flight disruptions for Customer recovery, including fuel, hotels, 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.
  • 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 JetBlue’s aircraft tracking software.
  • Build flight disruptions, flag daily group bookings, and annotate Red Zone and Fleet launch flights utilizing JetBlue’s aircraft tracking software.
  • Monitor, log and communicate missing Out Off On In (OOOI) times, flight disruptions, and tarmac delays.
  • Assist the SOC Manager on Duty (MOD) and System Controller with communications during Irregular Operations (IROPs)
  • Other duties as assigned

  Minimum Experience and Qualifications

  • High School Diploma or General Education Development (GED) Diploma.
  • One (1) 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%)
  • Pass a pre-employment drug test.
  • 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

  Preferred Experience and Qualifications

  • Two (2) years airline experience
  • 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 at 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.
  • Must be an appropriate organizational fit for the JetBlue culture by exhibiting the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.
  • Promote JetBlue’s #1 value of Safety by acting as a Safety Ambassador and supporting JetBlue’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 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).

  Compensation:

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

• About the company

  JetBlue Airways is a major American low cost airline, and the seventh largest airline in North America by passengers carried.

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