United States, Georgia, Atlanta
Reservations & Cust. Care
19-Sep-2023
Ref #: 22528
How you'll help us Keep Climbing (overview & key responsibilities)
It’s an exciting time to be part of Delta's Reservations team as we redefine how and where we serve customers and set new standards for the experiences we create for customers as well as thousands of Reservations and Care employees. These positions will help enable that vision by bringing to life new corporate initiatives in our engagement centers including new retailing capabilities like change simplification, new channel platforms like a cloud-based phone system from Amazon and AI-enabled Apple Business Chat, a new state-of-the-art workforce management system as well as transformational projects in Learning, Specialist Tools, Operations Management, and more.
How you’ll help us Keep Climbing (overview & key responsibilities):
- Provides quality, real-time responses for, and on behalf of, Delta to customers who have contacted the U.S. Department of Transportation and other Government agencies directly regarding a service failure or other complaint, compliment, suggestion or request for assistance.
- Represents Delta in written and verbal communication with internal and external customers while demonstrating Delta's corporate values.
- Demonstrates high level of customer focus, using creative problem-solving to find win-win solutions for the customer and Delta.
- Completes thorough research in order to respond to customer issues and handles any concerns to final resolution.
- Meets departmental performance and quality standards.
- Accurately documents customer perception of service failures to impact root cause analysis.
- Practices safety-conscious behaviors in all operational processes and procedures.
Benefits and Perks to Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
- Competitive salary, industry-leading profit sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Domestic and International space-available flight privileges for employees and eligible family members
- Career development programs to achieve your long-term career goals
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
- Recognition rewards and awards through the platform Unstoppable Together
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
What You Need To Succeed (minimum Qualifications)
- Critical thinking skills, problem-solving aptitude required for effective complaint resolution and customer retention.
- Excellent written and verbal communication skills. Must possess strong customer service orientation.
- Self-motivated, desire to excel, multi-tasking capabilities required along with ability to meet time sensitive deadlines.
- Able to work with various departments; including senior leadership.
- Offers ideas and suggestions on best practices, process improvements, and trends.
- Strong organizational and negotiation skills.
- Sound knowledge of Delta's operation is required.
- Must be proficient in Microsoft Word and other MS Office programs.
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- Possesses a high school diploma, GED, or high school equivalency.
- Is at least 18 years of age and has authorization to work in the United States.
What Will Give You a Competitive Edge (preferred Qualifications)
- Bachelor’s degree and/or 5+ years of relevant experience.
- Customer Care Supervisor experience.
- Working knowledge of Axis, OmniPro, Phoenix, Excel and Delta Term.
- Strong knowledge of DOT, CTA and EU 261 Regulations.