Specialist Baggage Recovery Bilingual Job Listing at JetBlue Airways in Salt Lake City, UT (Job ID 2697)

JetBlue Airways

JetBlue Airways

Location: Salt Lake City, UT
Application deadline: None
Type: Full time
Career Level: Associate
Salary Range: Not specified
Number of Jobs: 1
Relocation Available: No
Show all jobs for JetBlue Airways
Industries
Travel/Tourism
Description

Position Expectations

1.    Position Summary 


The Specialist Baggage Recovery (Bilingual-Spanish) investigates and resolves customer claims against JetBlue for Baggage-related issues. Provide customer service support for baggage-related inquiries via telephone, email, and written communications in both English and Spanish. The Specialist coordinates with Blue Cities for the timely resolution of City-related Customer baggage needs and provides baggage support for JetBlue Crewmembers in all Blue Cities and internal departments.  The Specialist must be able to interact and coordinate efforts with JetBlue Legal department, Security, Customer Commitment, and Customer Service.


2.    Essential Responsibilities 



  • Negotiate with Customers and determines fair value of baggage claims as well as providing exceptional customer service consistently

  • Utilize Pawob (Passengers Arriving With Out Bags) System to locate mishandled baggage throughout the JetBlue system

  • Work with other Airlines to recover bags not located in JetBlue system

  • Track and follows-up on baggage recovery actions

  • Review International treaties involving baggage and determines fair value for claims

  • Brief the Legal team on pending legal actions

  • Detect fraudulent activity through evidentiary analysis and rejects suspect claims

  • Investigate pilferage claims in specific markets or airport facilities

  • Contribute to the investigation of potential criminal activity through research of customer claims

  • Other duties as assigned 


3.    Minimum Experience and Qualifications 



  • High School Diploma or General Education Development (GED) Diploma

  • Fluently speak, read, write, and translate accordingly in Spanish and English

  • One (1)- three(3) years of baggage service or similar experience

  • One (1) year airline or similar Customer Service experience

  • Flexible to work any shift including nights, weekends, and holidays

  • Pass a ten (10) year background check and pre-employment drug test 

  • Legally eligible to work in the country in which the position is located

  • Knowledge of Microsoft Office Suite and Internet explorer 


4.    Preferred Experience and Qualifications 



  • Thorough knowledge of Montreal Convention treaty on baggage claim resolutions

  • Thorough knowledge of Warsaw Convention treaty on baggage claims and subsequent protocols.

  • Effective  negotiation and problem solving skills

  • Excellent verbal (telephone) and written communication skills

  • Exceptional project management skills

  • Effective research skills including the ability to analyze information, make determinations, and issue progress reports in accordance with Company guidelines

  • Ability to rapidly resolve complex customer service issues


5.    Interactions:  


Supervision Received:   


Receives general instructions on what is to be done, limitations, quality and quantity expected, deadlines and priority of assignments from Crewleader/Teamleader.  Uses initiative in carrying out recurring assignments independently without specific instruction but receives additional specific instructions from Crewleader/Teamleader for new, difficult, or special projects/assignments 


Supervisory Duties:   


      No supervisory responsibility 

6.     Working Conditions: 


Crewmember Expectations:  



  • Regular attendance and punctuality

  • Potential need to work flexible hours and be available to respond on short-notice

  • Well groomed and able to maintain a professional appearance

  • When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft

  • Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion


Equipment: 



  • Computer and other office equipment 


Work Environment: 



  • Ability to work weekends or irregular shifts

  • Occasional trips to stations 


Physical Effort:   


Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the crewmember(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position Expectations may be subject to change as the needs of the organization change.

JetBlue Airways Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status, or any other characteristic protected by law.



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