United States, Florida, Tampa
Reservations & Cust. Care
07-May-2021
Ref #: 6716
How you'll help us Keep Climbing (overview & key responsibilities)
As a Customer Experience Specialist, you will join a service and sales focused team in high energy call center environment, focused on listening to, caring for and connecting with customers. In this role, you will answer calls in an efficient, courteous and accurate manner, while assessing customer needs and offering solutions and additional products. Ideal candidates should demonstrate the desire to make our customer's travel not only superior but memorable.
This position is full-time with comprehensive health and wellness benefits, generous profit sharing program, 401k with an automatic 3% company contribution plus 6% matching contributions and Delta's industry-leading travel privileges (free flights!).
Customer Experience Specialists connect with customers via phone and create an experience where customers know they have been heard and understood and feel valued and important, which is accomplished by:
• Effectively listening
• Quickly identifying and owning customer issues
• Actively search for solutions to problems
• Making quality decisions
• Interacting with a globally diverse group of customers and colleagues
Specialists consistently sell travel related services, including car rental and credit card vendor partner products. Customer Experience Specialists demonstrate strong verbal and written communication skills, a professional attitude, excellent dependability, the ability to handle stressful situations, possess strong computer skills, flexibility in a fast-paced environment, and the ability to learn and react quickly. Specialists must understand and adhere to all Delta and U.S. Department of Transportation (DOT) compliance requirements.
Employees will have future opportunities to progress to specialty teams that respond to customer escalations or resolve complex international ticketing issues. As Delta continues to offer new ways for our customers to connect with us, Specialists may also have opportunities to assist customers via Twitter, Facebook or other emerging social media platforms.
The starting pay for this position is $15.15 per hour. Additional step increases occur at 6 months ($15.31), 1 year ($15.48), 1.5 years ($16.09) and 2.5 years ($17.16). Annual step increases continue through 10.5 years to the current max of $32.29 per hour.
Successful candidates will participate in a comprehensive classroom and on-the-job training. Classroom training includes instruction, observation, exams and performance measures.
After training, we will assign new employees to a shift that may be significantly different than your training shift and will include two consecutive days off likely midweek. New employees will remain on that shift until the employee is eligible to bid on a shift they select. New hires are eligible to bid on a new shift during the first shift bid following completion of new hire training. Employees shift bid on preferred shifts every 3-4 months. New hires are often awarded PM shifts with midweek days off until they are able to hold different shifts based on seniority. Delta is a 24/7 operation, and we will always have customers that need us.
What you need to succeed (minimum qualifications)
• High School diploma, GED or High School Equivalency.
• Embraces diverse people, thinking and styles.
• Consistently makes safety and security, of self and others, the priority.
• Be at least 18 years of age.
• Authorized to work in the United States.
• Computer skills and comfort with navigating web-based and airline-specific software applications, email, instant messaging, and internet searches.
• Demonstrate clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation.
• Reliable and committed by maintaining excellent attendance, performance, self-motivation and goal attainment.
• Successfully pass a pre-employment background check and drug test.
What will give you a competitive edge (preferred qualifications)
· One year of experience working in sales, and at least one year of experience providing customer service.
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