Analyst Customer Support Standards & Programs - Orlando FL
VetJobs and Military Spouse Jobs
Winter Park, FL 32789, USA
Published today
Support Representative
Full time
Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Position Summary
The Customer Support Standards and Programs Analyst will assist the day to day execution of interdepartmental and cross functional programs and projects focused on efficiency, compliance, quality, profitability, competitive position and customer satisfaction for Customer Support. The Analyst reports into the Customer Support Standards and Program Manager while working closely with various departments to ensure critical information is updated and communicated in a timely manner
. Essential Responsibilities
Support the Team with project prioritization and timeline activities
Assist with executing multiple rollout schedules, identify resources and dependencies, and proactively communicate project statuses
Assist in the preparation of Customer Support documents for Policy Rollout
Analyze operational and Crewmember impact, Customer satisfaction, and other key metrics to improve the customer experience and project goals
Conduct interdepartmental and cross-functional initiatives with process owners in order to observe and evaluate current processes, identify areas of opportunities, perform supporting data analysis, facilitate design changes, create future-state processes, and support implementation of new processes
Strategically align process and policy creation and improvement with the introduction of new Customer and Crewmember Standards and Programs in Customer Support
Produce reports regularly to provide progress and status updates on initiatives and projects
Serve as a subject matter expert for Customer Support
Assist in writing, proofreading and editing customer support knowledge base, customer support operating manual, and other channels according to brand guidelines.
Successfully transition projects post-execution to the relevant operating groups for day-to-day maintenance, success measurement, and continuous improvement
Other duties as assigned
Additional Qualifications/Responsibilities
Minimum Experience and Qualifications
High School Diploma or General Education Diploma (GED)
One (1) year customer service, sales, or airline experience
Knowledge of computer programs including Excel, Word, PowerPoint and SharePoint
Ability to project manage and define necessary resources for successful completion of projects
Excellent verbal and written communication skills
Highly organized and possess the ability to prepare concise and accurate documentation for project requirements and vision
Available for occasional travel (10%)
Must pass a ten (10) year background check and pre-employment drug test
Must be legally eligible to work in the country in which the position is located
Authorization to work in the US is required. This position is not eligible for visa sponsorship
Preferred Experience and Qualifications
Bachelor's Degree
Knowledge of Visio or other flowcharting computer programs
Detail-oriented and able to track multiple projects
Valid Project Management Professional (PMP) certification
Two (2) years of Customer Support experience
Two (2) years of experience in project management, operations management or similar work experience
Crewmember Expectations:
Regular attendance and punctuality
Potential need to work flexible hours and be available to respond on short-notice
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
Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
Equipment:
Computer and other office equipment
Work Environment:
Expected to fulfil a blend of work from home and office to fulfil necessary collaboration or if experiencing technical difficulties at home
Must provide a safe and professional work at-home environment, free from background noise and distraction
Physical Effort:
Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Position Summary
The Customer Support Standards and Programs Analyst will assist the day to day execution of interdepartmental and cross functional programs and projects focused on efficiency, compliance, quality, profitability, competitive position and customer satisfaction for Customer Support. The Analyst reports into the Customer Support Standards and Program Manager while working closely with various departments to ensure critical information is updated and communicated in a timely manner
. Essential Responsibilities
Support the Team with project prioritization and timeline activities
Assist with executing multiple rollout schedules, identify resources and dependencies, and proactively communicate project statuses
Assist in the preparation of Customer Support documents for Policy Rollout
Analyze operational and Crewmember impact, Customer satisfaction, and other key metrics to improve the customer experience and project goals
Conduct interdepartmental and cross-functional initiatives with process owners in order to observe and evaluate current processes, identify areas of opportunities, perform supporting data analysis, facilitate design changes, create future-state processes, and support implementation of new processes
Strategically align process and policy creation and improvement with the introduction of new Customer and Crewmember Standards and Programs in Customer Support
Produce reports regularly to provide progress and status updates on initiatives and projects
Serve as a subject matter expert for Customer Support
Assist in writing, proofreading and editing customer support knowledge base, customer support operating manual, and other channels according to brand guidelines.
Successfully transition projects post-execution to the relevant operating groups for day-to-day maintenance, success measurement, and continuous improvement
Other duties as assigned
Additional Qualifications/Responsibilities
Minimum Experience and Qualifications
High School Diploma or General Education Diploma (GED)
One (1) year customer service, sales, or airline experience
Knowledge of computer programs including Excel, Word, PowerPoint and SharePoint
Ability to project manage and define necessary resources for successful completion of projects
Excellent verbal and written communication skills
Highly organized and possess the ability to prepare concise and accurate documentation for project requirements and vision
Available for occasional travel (10%)
Must pass a ten (10) year background check and pre-employment drug test
Must be legally eligible to work in the country in which the position is located
Authorization to work in the US is required. This position is not eligible for visa sponsorship
Preferred Experience and Qualifications
Bachelor's Degree
Knowledge of Visio or other flowcharting computer programs
Detail-oriented and able to track multiple projects
Valid Project Management Professional (PMP) certification
Two (2) years of Customer Support experience
Two (2) years of experience in project management, operations management or similar work experience
Crewmember Expectations:
Regular attendance and punctuality
Potential need to work flexible hours and be available to respond on short-notice
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
Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
Equipment:
Computer and other office equipment
Work Environment:
Expected to fulfil a blend of work from home and office to fulfil necessary collaboration or if experiencing technical difficulties at home
Must provide a safe and professional work at-home environment, free from background noise and distraction
Physical Effort:
Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)