Experienced Customer Solutions Specialist - Global Escalations and High-Profile Issues - Remote Work Opportunity in the US with blithequark

Join the Team at blithequark: Elevating Customer Experience and Innovation in the Aviation Industry blithequark is a pioneering global airline that has been at the forefront of connecting people and uniting the world through exceptional service and unparalleled customer experiences. With a significant presence in hundreds of locations worldwide, blithequark proudly serves millions of customers with a diverse and inclusive workforce dedicated to fostering a culture of excellence, diversity, equality, and inclusivity. At blithequark, we believe in creating an environment where employees can thrive, contribute to our company mission of uplifting communities, and provide outstanding service that exceeds customer expectations. Our commitment to diversity, inclusion, and employee well-being has made us a leader in the aviation industry, and we are excited to welcome a new team member to our Global Customer Solutions team. Job Summary: Customer Solutions Specialist - Global Escalations and High-Profile Issues We are seeking an experienced and skilled Customer Solutions Specialist to join our Global Customer Solutions team at blithequark. As a Specialist in this critical role, you will play a pivotal part in ensuring that high-profile customer issues are addressed promptly, effectively, and with the highest level of service. You will collaborate with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience. Key Responsibilities: Research and Collaboration: Research and partner with stake-holding departments to address high-profile customer issues, ensuring that all parties are informed and aligned throughout the resolution process. Documentation and Representation: Ensure proper documentation and representation of cases, including public statements and follow-up actions, to maintain transparency and consistency. Root Cause Analysis: Conduct root cause analysis and provide suggestions for addressing failures, identifying opportunities for process improvements and preventing future incidents. External Collaboration: Collaborate with external organizations to establish customer experience history for escalated incidents, fostering strong relationships and ensuring a comprehensive understanding of customer needs. Leadership Updates and Communications: Provide leadership updates and executive-level communications on incident handling and resolution, ensuring that key stakeholders are informed and engaged throughout the process. Process Improvements: Proactively identify opportunities to improve customer resolution processes, contributing to the development of best practices and enhanced customer experiences. Subject Matter Expertise: Offer subject matter expertise and escalation support to team members and external contact center groups, sharing knowledge and expertise to drive excellence in customer service. Essential Skills and Qualifications: Operational or Contact Center Experience: Minimum two years of operational or contact center experience, with a proven track record of handling complex customer issues and escalations. Communication Skills: Superior written and verbal communication skills, with the ability to interact professionally with stakeholders at all levels. Problem-Solving and Decision-Making: Strong problem-solving ability and decision-making skills, with a focus on resolving complex customer issues efficiently and effectively. Analytical Skills: Proven analytical skills and attention to detail, with the ability to analyze data and identify trends and opportunities for improvement. Technical Skills: Proficiency in email applications and Microsoft Office products, with the ability to adapt to new technologies and systems. Legal Authorization: Legal authorization to work in the United States without sponsorship. Complex Case Experience: Experience with highly complex cases and customer service escalations, with a focus on resolving issues promptly and effectively. Preferred Qualifications: Bachelor's Degree: Bachelor's degree in English, Journalism, or a related field, with a focus on communication, customer service, or a related discipline. Foreign Language Proficiency: Foreign language proficiency, with the ability to communicate with customers and stakeholders in multiple languages. Industry Knowledge: Knowledge of blithequark policies, procedures, and initiatives, with experience in the airline industry or a related field. What We Offer: A Supportive and Rewarding Work Environment At blithequark, we are committed to creating a supportive and rewarding work environment that fosters growth, development, and excellence. Our benefits package includes: Competitive Salary: A competitive salary ranging from $57,700 to $87,560, based on experience and skills. Bonus Eligibility: Bonus eligibility, with opportunities to earn additional compensation based on performance. Comprehensive Benefits: A comprehensive benefits package, including medical, dental, vision, life, accident, and disability insurance. Parental Leave and Employee Assistance Program: Parental leave and employee assistance program, with support for work-life balance and employee well-being. Commuter Benefits and Flight Privileges: Commuter benefits and flight privileges, with opportunities to travel and experience the world. Paid Holidays and Time Off: Paid holidays and time off, with opportunities to rest and recharge. 401(k) Plan: A 401(k) plan with employee and company contribution opportunities, with support for retirement savings and planning. Why Join blithequark? At blithequark, we are 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. Our team is passionate about delivering exceptional customer experiences, and we are excited to welcome a new team member who shares our values and commitment to excellence. How to Apply If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. Please submit your resume and cover letter through our careers website, and we will be in touch to discuss your application. blithequark is an equal opportunity employer, fostering an inclusive workplace that celebrates diversity and embraces individuals from all backgrounds. We look forward to hearing from you and exploring how you can contribute to our team! Apply for this job