Experienced Customer Solutions Specialist – Global Incident Management and Resolution (Remote) – US

At blithequark, we're not just a leading global airline – we're a community of innovators, problem-solvers, and customer advocates united by a shared passion for connecting people and uplifting communities. With a presence in hundreds of locations worldwide, we serve millions of customers every day, and we're committed to providing exceptional service that exceeds their expectations. As a Specialist in Global Customer Solutions at blithequark, you'll play a vital role in ensuring that high-profile customer issues are addressed promptly and effectively. You'll collaborate with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience. If you're a customer-centric professional with a passion for problem-solving and a knack for building strong relationships, we want to hear from you.

Job Summary:

As a Specialist in Global Customer Solutions, you'll be responsible for:

• Researching and partnering with stake-holding departments to address high-profile customer issues
• Ensuring proper documentation and representation of cases, including public statements and follow-up actions
• Conducting root cause analysis and providing suggestions for addressing failures
• Collaborating with external organizations to establish customer experience history for escalated incidents
• Providing leadership updates and executive-level communications on incident handling and resolution
• Proactively identifying opportunities to improve customer resolution processes
• Offering subject matter expertise and escalation support to team members and external contact center groups

Key Responsibilities:

* Research and partner with stake-holding departments to address high-profile customer issues

• Ensure proper documentation and representation of cases, including public statements and follow-up actions
• Conduct root cause analysis and provide suggestions for addressing failures
• Collaborate with external organizations to establish customer experience history for escalated incidents
• Provide leadership updates and executive-level communications on incident handling and resolution
• Proactively identify opportunities to improve customer resolution processes
• Offer subject matter expertise and escalation support to team members and external contact center groups

Required Skills and Qualifications:

* Minimum two years of operational or contact center experience

• Superior written and verbal communication skills
• Ability to interact professionally with stakeholders at all levels
• Strong problem-solving ability and decision-making skills
• Proven analytical skills and attention to detail
• Proficiency in email applications and Microsoft Office products
• Legal authorization to work in the United States without sponsorship
• Experience with highly complex cases and customer service escalations

Preferred Qualifications:

* Bachelor degree in English, Journalism, or related field

• Foreign language proficiency
• Knowledge of blithequark policies, procedures, and initiatives
• Experience in the airline industry

Working Hours:

This is a remote position with flexible working hours to accommodate a dynamic and deadline-driven environment. As a remote employee, you'll have the flexibility to work from anywhere, at any time, as long as you're meeting your performance goals and deadlines.

Benefits:

* Competitive salary ranging from $57,700 to $87,560, based on experience and skills

• Bonus eligibility
• Comprehensive benefits package including medical, dental, vision, life, accident, and disability insurance
• Parental leave and employee assistance program
• Commuter benefits and flight privileges
• Paid holidays and time off
• 401(k) plan with employee and company contribution opportunities

Why Join blithequark:

At blithequark, we're committed to creating a supportive and rewarding work environment where you can make a difference. We value diversity, inclusion, and employee well-being, and we're dedicated to excellence in customer service and innovation in the aviation industry. If you're passionate about customer advocacy and problem-solving, we want to hear from you.

How to Apply:

Interested candidates should submit their resumes and cover letters through the blithequark careers website. We value diverse experiences and encourage all qualified individuals to apply. blithequark is an equal opportunity employer, fostering an inclusive workplace that celebrates diversity and embraces individuals from all backgrounds.

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