Experienced Online Live Chat Manager - Customer Service and Technology - Remote and San Antonio, Texas

Join the Team at JetBlue Airways: Pioneers in Customer Service and Innovation

JetBlue Airways is a leading airline that has been revolutionizing the travel industry with its commitment to exceptional customer service, innovation, and community engagement. We take pride in fostering an inclusive environment where every team member is valued and encouraged to grow. As we continue to expand, we are on the lookout for motivated and resilient individuals to join our dynamic team. If you have a passion for customer service, technology, and leadership, we have an exciting opportunity for you as an Online Live Chat Manager.

About the Role: Online Live Chat Manager

The Online Live Chat Manager will play a pivotal role in overseeing and managing all aspects of our live chat support operations. This position requires a unique blend of customer service expertise, technical skills, and leadership abilities. As an Online Live Chat Manager, you will ensure that our customers receive timely, accurate, and effective support via online chat platforms. You will also collaborate with cross-functional teams to optimize the chat experience and drive customer satisfaction.

Key Responsibilities:

• Team Management: Supervise and mentor a team of online chat agents, providing guidance, training, and support to ensure high-performance standards.
• Performance Monitoring: Track and analyze key performance indicators (KPIs) related to live chat interactions, including response time, resolution rate, and customer satisfaction scores.
• Customer Interaction: Engage directly with customers through live chat to resolve inquiries, provide information about flight schedules, policies, and services, while embodying the JetBlue brand values.
• Process Improvement: Evaluate existing processes for live chat support and identify areas for improvement. Implement innovative practices to enhance customer experience and agent efficiency.
• Technology Utilization: Collaborate with the IT department to optimize the live chat platform and ensure seamless operation. Stay informed about new technologies that can improve customer service.
• Training & Development: Develop training materials and conduct ongoing training sessions to improve team performance and service quality.
• Feedback Mechanism: Create a system to gather customer feedback during chat interactions to identify trends and areas for enhancement.
• Cross-Department Collaboration: Work closely with other departments such as Marketing, Operations, and Customer Relations to ensure alignment and address broader customer service challenges.
• Reporting: Prepare and present monthly reports on chat operations, including metrics on team performance, customer satisfaction, and suggested improvements.
• Crisis Management: Handle escalated customer inquiries and complaints efficiently, maintaining professionalism and empathy during challenging interactions.

Requirements and Qualifications:

Experience:

• Minimum of 7 years of experience in customer service, with a focus on online support channels.
• Proven experience in a managerial or leadership role, preferably in live chat operations or customer service management.

Education:

• Bachelor’s degree in Business Administration, Communication, or a related field is preferred.

Skills and Competencies:

• Exceptional Communication Skills: Verbal and written communication skills are crucial for effectively interacting with customers and team members.
• Technical Aptitude: Experience in live chat software and customer relationship management (CRM) systems is essential for this role.
• Data Analysis: Proficient in data analysis and performance metrics reporting to drive decision-making and process improvements.
• Problem-Solving Skills: Strong problem-solving skills, with the ability to think critically and act decisively in challenging situations.

Personality Traits and Soft Skills:

• Resilience: The ability to thrive in a fast-paced environment and handle multiple priorities.
• Motivation: Highly motivated and self-driven, with a proactive approach to challenges.
• Attention to Detail: Meticulous attention to detail, ensuring accuracy in all customer interactions and reporting.
• Innovative Mindset: An innovative mindset, looking for new ideas and solutions to enhance service delivery.

What We Offer:

Compensation and Benefits:

We offer a competitive salary reflecting your skills and experience, as well as a comprehensive benefits package, including:

• Life insurance
• Gym membership
• Dental insurance

Work Environment and Culture:

At JetBlue Airways, we pride ourselves on creating a collaborative and dynamic environment that encourages innovation and professional growth. As an Online Live Chat Manager, you will be part of a team that values inclusivity, diversity, and exceptional customer service.

Career Growth Opportunities:

This role offers opportunities for professional growth and development in customer service, technology, and leadership. You will have the chance to work with a talented team, contribute to process improvements, and drive customer satisfaction.

How to Apply:

If you are a motivated and customer-focused individual with a passion for technology and leadership, we encourage you to apply for this exciting opportunity. Please submit your application by October 10, 2024.

JetBlue Airways is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.

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