Customer Experience Specialist - Msp

United States, Minnesota, Minneapolis

Reservations & Cust. Care

19-Jul-2023

Ref #: 21863

How you'll help us Keep Climbing (overview & key responsibilities)

Delta Air Lines is the most awarded airline for customer satisfaction. We are looking for Customer Experience Specialists to join our high-energy call center environment. As a member of our Reservations team, you will join a service and sales-focused team passionate about listening to, caring for, and connecting with customers. In this role, you will answer calls in an efficient, courteous, and accurate manner, while assessing customer needs and offering solutions and additional products. Ideal candidates have the desire to make our customer's travel not only outstanding but memorable.

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:

• 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.
• Recognition rewards and awards through the platform Unstoppable Together.
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits.
• Domestic and International space-available flight privileges for employees and eligible family members.
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
• 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.
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave.
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
• 401(k) with generous company contributions up to 9%.
• Competitive salary, industry-leading profit sharing program, and performance incentives.
• 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.

In our fast-paced environment, you will connect with customers and build an experience where they feel heard, understood, and meaningful, which is accomplished by:

• Actively search for solutions to problems
• Making quality decisions
• Attention to detail
• Quickly identifying and owning customer issues
• Interacting with a globally diverse group of customers and colleagues
• Actively listening

Specialists consistently sell travel-related services and promote credit card vendor partner products.

Specialists must understand and adhere to all Delta and U.S. Department of Transportation (DOT) compliance requirements.

There are future opportunities to advance to specialty teams that respond to customer concerns or resolve complex international ticketing issues. As Delta continues to offer new ways for our customers to connect with us, Specialists may assist customers via Twitter, Facebook, or other emerging social media platforms. Take a look at Delta’s behind the scenes Customer Experience Specialist Job preview here.

The starting pay for Customer Experience Specialists in Minneapolis, MN (MSP) is $18.90 per hour. Additional pay increases occur regularly through 10.5 years to the current max of $35.26 per hour.

What You Need To Succeed (minimum Qualifications)

• Demonstrate clear, cheerful, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation.
• Demonstrates that privacy is a priority when handling personal data.
• Consistently makes safety and security, of self and others, the priority.
• Embraces diverse people, thinking and styles.
• Be at least 18 years of age.
• Reliable and committed by maintaining excellent attendance, performance, self-motivation and goal attainment.
• Authorized to work in the United States.
• High School diploma, GED, or High School Equivalency.
• New hires are flexible in working PM shifts with 2 consecutive days off which will likely be offered midweek.
• Digital literacy in navigating web-based applications, emails, instant messaging, and internet searches.

What Will Give You a Competitive Edge (preferred Qualifications)

• Spanish language fluency. Delta periodically opens internal bilingual positions (with associated pay increase) to current Customer Experience Specialists, so we would like to know if you are potentially eligible and interested in this position.
• One year of experience working in sales or customer service is helpful, but not required.