Specialist Guest Empowerment Training and Development

Breeze is hiring- join us! 

The Guest Empowerment Training and Development Specialist is responsible for ensuring the success of Guest Empowerment Team Members through initial and continuous training. This specialist oversees the training and support of at-home Guest Empowerment Team Members for the digital contact center. This specialist works primarily Monday-Friday, flexing for weekend on-call coverage when not conducting classroom training. This specialist is responsible for fully preparing Guest Empowerment Team Members to achieve a balance in guiding Guests to find their own answers on the Breeze app and website, while also supporting Guests with issue resolution, flight reservations, itinerary changes, baggage concerns, etc. This specialist oversees and prepares content for Team Meet-ups, Team Leader One-on-Ones, and eModules for training classes and recurrent training. This specialist stays up to date with all guidelines, policies, updates, and changes. All Guest Empowerment Team Members communicate with Guests through a digital-first contact approach. A typical day may be routine or very stressful, based on commercial initiatives and operational situations.

Here’s what you’ll do 

• Train, motivate, and engage Guest Empowerment Team Members
• Demonstrate critical-thinking, decision-making, problem-solving, reasoning, and multi-tasking skills
• Play a critical role in training of Guest Empowerment Team Members to ensure culture and value fit and assess knowledge retention in training
• Play a critical role in the development of Guest Empowerment Team Members through initial training and beyond to encourage high performance and individual growth, in alignment with Breeze’s cultural values and the needs of the Contact Center
• Play a critical role in key Contact Center functions
• Set a standard of service that matches the Excellence value
• Partner with IT and other departments to make sure training material is always current and in the spirit of the Ingenuity value

• Willingness and ability to flex schedule during irregular operations
• Achieve performance measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity and Excellence
• Other duties as assigned

Here’s what you need to be successful 

Minimum Qualifications 

• Customer Service Role(s) 5+ years
• Customer Service and Customer Service tools Training experience
• Familiar with training PSS and multi-channel suites
• Working knowledge of Workday LMS
• Familiar with e-module production and editing
• Proficient written communication
• Type minimum of 50 WPM
• Must have and maintain access to high-speed internet and a quiet, professional workspace within your residence
• Currently hold certification (or be willing to obtain certification by start of employment) as a CRO.
• Excellent communication skills, the ability to work under pressure, a commitment to Guest Service, and strong computer skills.
• Physical ability to lift 50 pounds sometimes and 10 pounds frequently
• Must have authorization to work in the US as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age

Preferred Qualifications 

• Bachelor’s degree
• Experience with implementing PSS and/or Multi-Channel contact center software
• Bi-lingual (English and Spanish)
• Experience with Navitaire and/or Gladly systems set-up and management
• Experience in adult education / training 5+ years

Skills/Talents 

• Willing to learn and adhere to company values and vision
• Proven history of impeccable customer service abilities
• Communicates professionally with all
• Listening
• Conflict resolution
• Known as a ‘people person’
• Attention to detail
• Professionalism
• Sets priorities
• Proficient in Microsoft Office Suite

Perks of the Job 

• Vision and Dental 
• Health Savings Account with Breeze Employee Match 
• 401K with Breeze Employee Match 
• PTO  
• Travel on Breeze and other Airlines too!