Job Description

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.