Job Description
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 position, 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!). Successful candidates will form a hiring class scheduled to start in April 2019 in our Iron Range Customer Engagement Center
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
Life at our Iron Range Customer Engagement Center
Relaxed dress code including jeans
Beautiful open-concept and modern office space with a large break area, free popcorn, self-service vending, a new mother's room, onsite banking and an outdoor patio
With a focus on health and employee wellbeing, our office provides ergonomic workstations, an onsite fitness room, walking area at the perimeter of the floor and a quiet room for employees to recharge
Free parking and discounts to local attractions, wireless providers and more through Delta Perks
Upbeat and caring culture with regular team building and volunteer events including Relay for Life, Bay Basket fundraiser, food truck days, Ugly Sweater Day, No Shave November, Fill the Bus back to School and many more!
Centrally located with nearby access to Scenic State Park, McCarthy Beach State Park, US Hockey Hall of Fame, MN Museum of Mining, MN Discovery Center, and many other community destinations
Compensation and Training
The starting pay for this position is $14.56 per hour. Additional step increases occur at 6 months ($14.72), 1 year ($14.88), 1.5 years ($15.47) and 2.5 years ($16.50). Annual step increases continue through 10.5 years to the current max of 31.04 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.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Effectively listening
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.
Job Requirements
This position requires candidates to be at least 18 years of age, have a high school diploma or GED equivalent, and be authorized to work in the United States.
at least one year of experience working in sales, and at least one year of experience providing customer service. This role requires computer skills and comfort with navigating web-based and airline-specific software applications, email, instant messaging, and internet searches. Candidates must demonstrate clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation.
Delta Air Lines requires employees to be reliable and committed by maintaining excellent attendance, performance, self-motivation and goal attainment. 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.
preferred qualifications
Job Details
Company/Organization: Delta Air Lines
Employment Type: Full-time
Job Location: Chisholm, MN, USA
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