Delta Air Lines, Inc. Customer Experience Specialist in SALT LAKE CITY, Utah
Customer Experience Specialist
United States, Utah, Salt Lake City
Reservations & Cust. Care
Ref #: 1087
LinkedIn Tag: #LI-LR3
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:
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. The employee's schedule during new hire training will be Monday through Friday with weekends off.
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.
Life at our Salt Lake City Customer Engagement Center:
Business casual dress code
Open 24-hours per day with onsite gym, inviting break room area with a gaming system, ping pong table, and a fold up basketball hoop in the exercise room, market-style vending machines and lounges to relax and recharge
Free employee parking and secure workplace with a free employee airport shuttle
Upbeat and caring culture with regular team building and volunteer events including Relay for Life, American Heart Association, Utah Food Bank, Junior Achievement, Strut Your Mutt, United Way and Pride
Nearby shopping and entertainment at City Creek, Gateway Center, Vivint Smart Home Arena, and many lakes, national parks and ski areas
Discount season passes available to some ski resorts, Utah Jazz, Bees, Eccles Theater and more through Delta Perks!
What you need to succeed (minimum qualifications)
Be at least 18 years of age
Have a high school diploma or GED equivalent, and be 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.
Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here
Delta Air Lines, Inc.
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