Experienced Customer Solutions Specialist – Global Customer Experience and Resolution Expert – Remote Opportunity in the US

Introduction to blithequark

blithequark is a leading global airline committed to connecting people and uniting the world. With a presence in hundreds of locations worldwide, blithequark serves millions of customers with a diverse and inclusive workforce. As an organization, blithequark values diversity, equality, and inclusivity, fostering an environment where employees can thrive and contribute to the company mission of uplifting communities and providing exceptional service. The airline industry is rapidly evolving, with a focus on innovation, customer experience, and sustainability. At blithequark, we are dedicated to staying at the forefront of these trends, and we are seeking talented individuals to join our team.

Job Summary

As a Specialist in Global Customer Solutions at blithequark, you will play a crucial role in ensuring high-profile customer issues are addressed promptly and effectively. You will collaborate with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience. This is a remote position with flexible working hours to accommodate a dynamic and deadline-driven environment. If you are a motivated and customer-focused individual with a passion for resolving complex issues, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Research and partner with stake-holding departments to address high-profile customer issues, ensuring prompt and effective resolution.
• Ensure proper documentation and representation of cases, including public statements and follow-up actions, to maintain transparency and accountability.
• Conduct root cause analysis and provide suggestions for addressing failures, identifying opportunities for process improvements and implementing changes to prevent similar issues in the future.
• Collaborate with external organizations to establish customer experience history for escalated incidents, fostering strong relationships and ensuring seamless communication.
• Provide leadership updates and executive-level communications on incident handling and resolution, demonstrating excellent written and verbal communication skills.
• Proactively identify opportunities to improve customer resolution processes, leveraging data and analytics to inform decision-making and drive business outcomes.
• Offer subject matter expertise and escalation support to team members and external contact center groups, sharing knowledge and best practices to enhance overall performance.

Essential Qualifications

To be successful in this role, you will need:

• Minimum two years of operational or contact center experience, with a proven track record of resolving complex customer issues and providing exceptional service.
• Superior written and verbal communication skills, with the ability to interact professionally with stakeholders at all levels, including executive leadership and external partners.
• Strong problem-solving ability and decision-making skills, with a focus on analytical thinking and attention to detail.
• Proficiency in email applications and Microsoft Office products, with the ability to learn and adapt to new technologies and systems.
• Legal authorization to work in the United States without sponsorship, with the ability to work in a remote environment and collaborate with team members across different time zones.
• Experience with highly complex cases and customer service escalations, with a proven ability to remain calm and composed under pressure.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Bachelor's degree in English, Journalism, or a related field, with a focus on communication, writing, and critical thinking.
• Foreign language proficiency, with the ability to communicate effectively with customers and stakeholders from diverse linguistic and cultural backgrounds.
• Knowledge of blithequark policies, procedures, and initiatives, with a strong understanding of the airline industry and its trends and challenges.
• Experience in the airline industry, with a proven track record of success in a similar role or a related field.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Specialist in Global Customer Solutions, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program, with a focus on introducing you to our company culture, policies, and procedures.
• Ongoing training and development programs, with a focus on enhancing your skills and knowledge in areas such as customer service, communication, and problem-solving.
• Opportunities for career advancement, with a focus on promoting from within and developing our employees for future leadership roles.
• Access to a range of resources and tools, including industry-leading technology and systems, to support your success in the role.

Work Environment and Company Culture

At blithequark, we are proud of our diverse and inclusive workforce, with a strong focus on employee well-being and engagement. As a remote employee, you will be part of a dynamic and distributed team, with opportunities to collaborate and connect with colleagues from around the world. Our company culture is built on a foundation of respect, empathy, and open communication, with a focus on fostering a positive and supportive work environment.

Compensation, Perks, and Benefits

We offer a competitive salary ranging from $57,700 to $87,560, based on experience and skills, as well as a range of perks and benefits, including:

• Bonus eligibility, with opportunities to earn additional income based on performance and contributions.
• Comprehensive benefits package, including medical, dental, vision, life, accident, and disability insurance, to support your physical and mental well-being.
• Parental leave and employee assistance program, with a focus on supporting your work-life balance and overall well-being.
• Commuter benefits and flight privileges, with opportunities to travel and experience new destinations.
• Paid holidays and time off, with a focus on supporting your work-life balance and overall well-being.
• 401(k) plan with employee and company contribution opportunities, with a focus on supporting your long-term financial security and retirement goals.

Conclusion

If you are a motivated and customer-focused individual with a passion for resolving complex issues, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Specialist in Global Customer Solutions, you will play a critical role in ensuring the delivery of exceptional customer experiences, while also contributing to the growth and success of our organization. With a focus on diversity, inclusion, and employee well-being, we offer a supportive and rewarding work environment where you can make a difference. Apply today to take the first step in your career journey with blithequark!