Customer Experience Specialist
Requisition #: 261896
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. Successful candidates will begin employment in Chisholm, MN as a Delta Customer Experience Specialist in June or August 2016. Delta offers professional growth opportunities within the Chisholm, MN location and elsewhere within Delta Air Lines after the first 12 months of employment.
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.
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 $12.85 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 classroom and 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 be assigned a shift and days off by the company; the employee will be eligible to select a shift after 4-6 months of employment. The employee's first schedule will be a day or evening shift, Monday through Friday with weekends off during the 16 weeks of new hire training. After training, new employees will be assigned to a home shift that may be significantly different than your training shift and will include two consecutive days off likely be midweek. The home shift hours may be modified with less than 24hrs notice based on operational need. New employees will remain on their home shift until the employee is eligible to bid on a shift they select. New hires are eligible to bid on a shift during the first shift bid following completion of new hire training. Employees 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.