Customer Service / Call Center

Description:

Customer Experience Specialist positions are a great way to join the customer service and sales focused teams at Delta Air Lines. Customer Experience Specialists "Listen, Care and Connect" with customers by answering calls in an efficient, courteous, and accurate manner while valuing the customer's time and needs. Our mission at Delta is to build an airline operated by people whose commitment to a superior customer experience ensures Delta is the world's most trusted airline in the eyes of our customers. We are seeking skilled customer-service professionals who are passionate about our customers and their travel needs. Ideal candidates 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 and Delta's industry leading travel privileges. Work at home opportunities may be available after completing a minimum of six months experience in the Engagement Center. Successful candidates will begin employment as a Delta Customer Experience Specialist in August 2015.

Job Summary:
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. This is accomplished by effectively listening, quickly identifying and owning customer issues, making quality decisions, multi-tasking, and interacting with a globally diverse group of customers and colleagues. Specialists consistently sell a range of travel related services, including car rental, hotel, and credit card vendor partner products, and actively search for solutions to problems. 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.

Requirements:

Job Qualifications:
This position requires candidates be at least 18 years of age, have a high school diploma or GED equivalent, and be authorized to work in the United States. Additional preferred qualifications include, at least one year of experience working in sales, and at least one year of experience providing customer service. Multi-lingual candidates (English plus French, Portuguese, or Spanish) are preferred. 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

In order to be offered employment with Delta Air Lines, you must successfully pass an extensive pre-employment background check and drug test.

The starting pay for this position is $11.22 per hour; with salary increases at 6 month intervals for the first year and a half. Salary increases will occur annually up to 10 and half years of service. When operational needs dictate, an additional $0.89 per hour may be paid to employees when taking multi-lingual calls. Successful candidates will be required to successfully complete 6 weeks of classroom training followed by 10 weeks of on the job training for a total of 16 weeks of new hire training. Classroom training involves exams and performance measures which require successful completion in order to continue employment. Work schedules and days off during training and the first 6 months on the job are not flexible, as employees will be assigned a shift and days off based on operational and training needs. Shifts may be assigned as day, evening, or night shifts for any 5 consecutive days from Monday through Sunday. The Engagement Center is open 365 days a year, including holidays.

New hires will have three different work schedules within the first 3 months of employment. The employee's first schedule will be a day or evening shift Monday through Friday during the 6 weeks of classroom training. The employee's second schedule will be a day, evening or night shift for 5 consecutive days from Monday through Sunday during the 10 weeks of on the job training. The employee's third schedule will be their post on the job training schedule which will also be a day, evening or night shift for 5 consecutive days from Monday through Sunday until the employee is eligible to bid on a shift they select. Employees bid on preferred shifts every 3-4 months. New hires often have PM shifts with midweek days off until they are able to hold different shifts based on seniority.

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