Tier 2 Agent, Crew Support & Experience

The Tier 2 Agent, Crew Support is a fast paced and diverse role, which requires an analytical forward thinking individual. Position requires a high level of multitasking and the ability to change direction instantly. Individual must possess a “can do” attitude under any given situation supporting the workforce and logistics requirement of the fleet operations. This individual must be an expert in customer service, know how to handle distressed customers and escalate when needed. Within this role this individual will be responsible for handling crew and crew customer inquiries, utilizing the knowledge center. They will also be responsible for monitoring open cases, following up with Tier 2 Agents and COEs ensuring KPIs and SLAs are being met and tickets are being closed out. They must know how to answer calls, chat, and respond to open cases. The Tier 2 agent will show more familiarity with SQM policies and SOP's to be able to assist the Supervisor in the daily...