Specialist Baggage Recovery

Position Summary

The Specialist Baggage Recovery 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. The Specialist coordinates with Blue Cities to timely resolve 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.

Essential Responsibilities

• Negotiate with Customers including Mosaic, Mint and ACAA to determine the fair value of baggage claims based off International treaties and DOT guidelines
• Provide exceptional Customer Service consistently to all Customers.
• ACAA Astute communication (Contact Us emails responses) with Customers
• 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
• Brief the Legal team on pending legal actions
• Detect fraudulent activity through evidentiary analysis and reject suspect claims
• Investigate missing items claims in specific markets or airport facilities
• Contribute to the investigation of potential criminal activity through research of customer claims
• Assist with training projects, when needed
• Other duties as assigned

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• One (1) negotiation or conflict resolution Experience
• One (1) year airline or similar Customer Service experience
• Knowledge of Microsoft Office Suite, Google Chrome and Internet Explorer
• Excellent verbal (telephone) and written communication skills
• Available for occasional overnight travel (10%)
• 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

Preferred Experience and Qualifications

• Trained as Conflict Resolution Officer
• Claim management experience
• Baggage service or similar experience
• Thorough knowledge of treaty on baggage resolutions
• Thorough knowledge of Montreal Convention and Warsaw Convention treaties on baggage claims and subsequent protocols
• Effective problem-solving 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

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
• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety 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:

• Airport Environment

Physical Effort:

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