Coordinator Customer Service - Long Island City, NY

Customer Service Coordinator

Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please follow the next steps. This role is "On-Site" at the location detailed in the job description.

Position Summary: The Customer Service Coordinator (CSC) serves as a customer advocate for JetBlue in the Systems Operation Center (SOC) and will execute real-time solutions. The CSC will facilitate customer coordination efforts between the SOC, real-time recovery coordinators, and all BlueCities while keeping the customer focus in mind. The CSC will work closely with operational teams to provide recovery information that will impact crewmembers and customers in a timely manner.

Essential Responsibilities:

• Provides support for SOC crewleaders, and Customer Experience Duty Managers 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, food, 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.
• Adjusts capacity on JetBlue flights as required for equipment changes utilizing Sabre Sonic Inventory (SSI).
• Creates 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.
• Builds flight disruptions, flags daily group bookings, and annotates Red Zone and Fleet launch flights utilizing JetBlue's aircraft tracking software.
• Monitors, logs and communicates missing Out Off On In (OOOI) times, flight disruptions, and tarmac delays.
• Assists the SOC Manager on Duty (MOD) and System Controller with communications during Irregular Operations (IROPs).
• Other duties as assigned.