Paisly by JetBlue Representative, FT Bilingual

JetBlue Travel Products (JTP) is a wholly owned subsidiary of JetBlue, a global, award-winning travel company. We’re on a mission to inspire humanity in travel by shaking up the category with innovative technology and JetBlue’s award-winning service.

JTP’s newest product—Paisly by JetBlue—is a travel booking site that makes booking the entire journey easier and more enjoyable for JetBlue customers. The backbone of Paisly is a team of dreamers, doers and problem-solvers—all driven to do their best (and most fulfilling) work. Here, we function like a start-up environment where innovation and problem solving are at the forefront of every conversation. Come join us bringing humanity back to travel.

Paisly by JetBlue is looking for an outstanding customer service crewmember—or what we like to call, Paisly Representative. Your #1 responsibility is to help us bring humanity back to the entire travel experience. But make no mistake, as a Paisly Guide you’ll have other responsibilities too. Like demonstrating expert knowledge of all Paisly product offerings including, but not limited to: rental cars, hotels, vacation rentals, theme park tickets, activities, and travel insurance. You’ll also show off your enthusiasm, flexibility, and skills in customer service/hospitality, sales, problem-solving, written and verbal communication, as well as the ability to navigate multiple software systems seamlessly. Plus, your experience in identifying solutions through one call/one-contact resolution will take you far. 

As a Paisly Representative you’ll be compensated $15.50/hour, and you will be eligible for travel benefits together with company issued equipment.

Essential Responsibilities

• Provide outstanding customer service and issue resolution for all Paisly products through various customer support channels for all customers who purchase Paisly products.
• Generate revenue through the JTP sales strategy by maintaining expert knowledge of all Paisly product offerings as outlined above.
• Manage both inbound and outbound calling.
• Develop and maintain a deep knowledge of all Paisly products.
• Collaborate with various teams across JTP to solve customer issues.
• Conduct performance analyses of new products and enhancements.
• Evaluate complex customer problems, identify root causes, and generate resolutions.
• Document support activities, customer issues, and resolutions for reference purposes.
• Give product and process feedback to leadership as requested.
• Research product information related to Paisly products, including but not limited to JetBlue and JTP.
• Navigate multi-channel customer interactions (e.g., phone, chat, email, SMS, etc.) and troubleshoot systems as needed.
• Manage customer information confidentially and accurately to ensure transactions are processed correctly.
• Complete trainings successfully and stay proficient in the process, policies, and procedures of Paisly products.
• Work from the support center for a to-be-determined amount of days per month.
• Other complex projects and duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma.             
• Successful completion of initial Paisly training.
• Reside in the designated calling area.
• Provide one telephone line and a high speed internet connection (minimum 100 Mbps connection speed).
• Provide a safe and professional office-work environment, free from background noise and distraction.
• Able to work from the support center if experiencing technical difficulties at home.
• Demonstrate proficiency in reading, writing, and speaking English.
• Demonstrate proficiency in reading, writing, and speaking Spanish through a language assessment (Bilingual role only).
• Proficient with the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint) and Internet Explorer.
• Ability to work independently and to contribute to the development of a growing team environment.
• Perform activities including viewing and sitting in front of a computer terminal, navigating and toggling between multiple screens, talking and typing at the same time, and navigating menus and screens on a computer terminal.
• Highly motivated self-starter with the ability to multitask with attention to detail.
• Effective research skills, including the ability to analyze information, make determinations, and issue reports in accordance with company guidelines.
• Potential need to work flexible hours and be available to respond on short notice.
• Able to maintain a professional appearance.
• Must be an appropriate organizational fit for the JetBlue Travel Products culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.
• Flexible and able to work at any time, including nights, weekends, and holidays.
• Able to pass a ten (10) year background check.
• Legally eligible to work in the country in which the position is located.

Preferred Experience and Qualifications 

• Two (2) years of customer service experience.
• Ability to work independently and contribute to a growing team environment. 
• Previous reservations/contact-center service experience.
• Excellent verbal (telephone) and written communication skills.
• Proficient with Google Suite tools (Documents, Sheets, Slides, etc.).

Crewmember Expectations

• Regular attendance and punctuality. 
• 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.

Equipment

• Computer and other office equipment.

Work Environment

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

Physical Effort

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