Customer Solutions Agent at Avelo Airlines: 100% Remote (US)

Customer Solutions Crew - PT

Fully Remote

Remote

Customer Support

Job Type Part-time

Description

The Customer Support Crew is responsible for assisting and supporting inbound/outbound customer interactions into the Avelo Customer Support Center (CSC). The Customer Support Crew must effectively and efficiently resolve all inquiries, requests, and needs of our customers. They will do this through the core values and our “Soul of Service” through effective problem solving, consistent standards of service, sales, and operational support. Upon successful completion of training, Customer Support Crewmembers will be eligible to work from home.

Responsibilities:

  • Support continuous calls, and digital support (email etc.) channels into the CSC
  • Provide exceptional service to every customer, every time
  • Perform all assigned activities related to booking, modifying, and supporting customer reservations
  • Sell flights and ancillary products and services
  • Maintain KPI performance standards as defined by the CSC

Requirements

  • High School Diploma or General Education Development (GED) Diploma
  • Bilingual preferred
  • One (1) year of customer service or sales experience
  • Ability to multitask by answering continuous calls and digital messages (i.e., email, etc.)
  • Ability to navigate through complex processes while interacting with a customer
  • Upon Completion of new hire training, show proficiency in navigating through concurrent digital interactions with more than one customer at a time.
  • Provide a safe and professional office-work environment, free from background noise and distraction
  • Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment.
  • Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
  • Previous sales and call center experience is preferred
  • Attention to detail and strong organizational skills
  • Excellent verbal (telephone) and written communication skills, including grammar
  • Strong customer service skills
  • Ability to stay composed and polite under pressure, effectively handling tense situations.

X-Factors:

  • Provide a high-speed internet connection to meet work from home requirements (25 mbps)
  • Technically proficient in working with CSC systems/programs/tools which include but are not limited to: Radixx Res, Jira, and Airline Choice DCS
  • Potential need to work flexible hours and be available to respond on short notice
  • Flexible and able to work at any time, including nights, weekends and holidays

Salary Description $17

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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