Job Application for Guest Empowerment Team Member at Breeze Airways™

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Working at Breeze Airways is an exciting endeavor and a serious commitment to bring “The World’s Nicest Airline” to life. We work cross-functionally with truly awesome Team Members to deliver on our mission: “To make the world of travel simple, affordable, and convenient. Improving our guests travel experience using technology, ingenuity and kindness.”

Breeze is hiring- join us!

The Guest Empowerment Team Member works as part of a remote team of highly motivated self-starters who support each other. Team Members must be self-motivated and actively participate in continuous training and development as they learn new skills beyond initial training. They must be willing and able to offer peer-to-peer feedback, to contribute to the development of a growing team. Team Members primary role is to communicate with Guests through a variety of digital channels as they troubleshoot web, app, and third-party technical issues. They resolve known issues and then teach Guests how to self-serve their travel experience. A typical day consists of handling tier-two escalations from Guests who have been transferred to the Guest Empowerment Team from the AI frontline. They will remain calm under pressure, identify accurate solutions, communicate clearly in writing and voice, and maintain a positive attitude.

Start Date: February 24, 2025

Pay is $15 per hour.

This can be either a full-time or part-time position depending on preference and availability.

Here’s what you’ll do

Resolve complex situations for Guests
Engage in continuous and concurrent virtual conversations offering solutions and information for empowering Guests through their Breeze experience
Research systems and information to find the root cause of Guests’ technical difficulties
Perform Team Member in Charge administrative functions on rotation
Commit to regular attendance and punctuality
Work in multiple programs and on multiple screens simultaneously
Resolve Guests concerns with kindness.
Communicate with Guests through a digital-first contact approach and be willing to make outbound phone calls
Process queues for behind-the-scenes tasks
Mentor others as skillset expands
Share peer-to-peer feedback with a growth mindset.
Provide detailed feedback on opportunities to improve the overall Guest Experience by recommending improved processes though the spirit of ingenuity and integrity
Stay up to date on new product releases and participate in educational opportunities to deliver excellence in the role
Attend regular virtual on-camera meetings
Uphold the Breeze Aviation Group Values of Safety, Kindness, Ingenuity, and Excellence
Other duties as assigned
Achieve performance measure and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence

Here’s what you need to be successful

Minimum Qualifications

High School Diploma or General Education Development (GED) Diploma
Five (5) years of customer service experience
Excellent writing skills with an emphasis on grammar & spelling
Excellent reading comprehension
Basic proficiency with Microsoft Office 365
Proficient and quality written communication typing at 50 WPM.
Must pass an assessment which demonstrates customer service and team cooperation skills.
Multi-channel customer engagement experience (i.e. SMS, chat, email, and other messaging channels)
Flexible and able to work at any time, including nights, weekends, and holidays.
Provide regular verification of high-speed internet with minimum speeds of 10 Mbps up and down.
Able to complete multi-factor authentication and connect to VPN to access Breeze systems.
Provide a safe and professional office work environment within residence, free from background noise and distraction.
Reside within 50 miles of a Breeze location and be able to arrange your own travel to the Breeze headquarters in Salt Lake City, UT for meetings and trainings as needed.
Legally eligible to work in the country in which the position is located
Must be at least 18 years of age.
Strong attention to detail, organization, and time management skills
Self-starter with a positive attitude and strong desire for success
Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary including Breeze’s confidential reporting systems: Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)
Potential need to be available to respond on short notice as occasional overtime may be required to support irregular operations.

Preferred Qualifications

Previous airline experience
Previous contact center experience
4-year degree
Proficient and quality written communication at 65 WPM
Bi-lingual (English and Spanish)
Navitaire PSS experience
Gladly experience
High-speed internet with recommended speeds of 25Mbps up and down

Skills/Talents

When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
Organizational fit for the Breeze culture, that is, exhibit the Breeze values
Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
Lifting generally not required, or up to 10 pounds occasionally, 0 pounds frequently
Live and promote Breeze’s core Values and Vision

Interview Process

The entire process is fully virtual, and all communication will happen over email or via video chat.

Once you’ve submitted your application, the team will review your submission.

At Breeze, our main priority is being a Seriously Nice Airline. That means we do our best to avoid delays, whether we're on the runway about to take off or moving through the interview process with a Guest Empowerment Team Member candidate.

Here's what our application/interview process looks like:

Step One: Criteria Assessment

Step Two: Typing Assessment

Step Three: Grammar Assessment

Step Four: On Demand Video Interview

Step Five: Proctored Writing Interview

Step Six: Panel Interview

Step Seven: Start Date – February 24, 2025

Perks of the Job

Vision and Dental
Health Savings Account with Breeze Employee Match
401K with Breeze Employee Match
PTO
Travel on Breeze and other Airlines too!

Breeze Airways provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Breeze Airways will never request your Social Security Number, Driver’s License or Date of Birth on our job postings. Job Postings requesting any or all of this information should be regarded as a scam. To ensure you are applying to an actual Breeze Airways posting, please apply online at www.flybreeze.com then click “Careers” at the bottom of the page.

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• Minimum of 6 months in current role
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• Not currently on a Performance Improvement plan or Written Warning
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Do you have basic proficiency with Microsoft Office 365?

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Are you able to type 50 WPM while maintaining proficient and high-quality written communication?

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Do you have multi-channel customer engagement experience (i.e.SMS, chat, email, and other messaging channels)?

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This role requires that you are flexible and able to work at any time, including nights, weekends, and holidays. Are you able to fulfill this requirement?

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Are you able to provide regular verification of high-speed internet with minimum speeds of 10Mbps up and down?

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Are you able to provide yourself a safe and professional office work environment within residence, free from background noise and distraction?

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Are you able to identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary including Breeze’s confidential reporting systems: Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)?

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Are you able to potentially be available to respond on short notice as occasional mandatory overtime may be required to support irregular operations?

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Do you have Navitaire PSS experience?

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The starting pay for this opportunity is $15 per hour. These rates will be standard for all new hires, and are non-negotiable. Can you move forward with this expectation?

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For a list of all of our current cities please visit: https://www.flybreeze.com/home

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Are you able to attend the orientation for this class from February 24 - 26, 2024 at our Corporate Headquarters?

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Please note that all travel expenses will be at the candidate expense and not reimbursed by Breeze Airways

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Guest Empowerment Team Member

Breeze is hiring- join us!

Here’s what you’ll do

Here’s what you need to be successful

Minimum Qualifications

Preferred Qualifications

Skills/Talents

Interview Process

Perks of the Job

Apply for this job

Voluntary Self-Identification

Voluntary Self-Identification of Disability