Customer Care Representative

Job Description:

As a Customer Care Representative, you’ll help Customers and travel partners navigate the unexpected by providing thoughtful, efficient, and compassionate solutions. You’ll support Customer Care, Club JSX Loyalty, Group Travel, and agency partners by resolving inquiries with empathy, accuracy, and ownership. Whether you’re responding by phone or email or coordinating with another team, you’ll deliver the thoughtful, personalized service that defines JSX.

This Is How We Fly

At JSX, we’re not just a lifestyle carrier – we’re a lifestyle employer. Here, entrepreneurship meets determination, and excellence is our standard. We believe that the journey is just as important as the destination, and every day, we strive to create a Joyful, Simple eXperience for our Customers. Join us, and find your runway to growth, innovation, and success.

About the Role

Your day will be fast-paced and meaningful, focused on turning challenges into positive experiences for every Customer. As a Customer Care Representative, you'll:

• Respond to Customer escalations via phone and email with empathy and accuracy.
• Investigate service failures and coordinate with internal departments for timely resolution.
• Own and resolve cases end-to-end, including determining compensation when appropriate.
• Review Customer history and preferences to ensure personalized service.
• Craft professional, well-written correspondence aligned with JSX brand tone.
• Manage the Club JSX Loyalty Program by supporting member inquiries, account requests, and program-related communications.
• Coordinate and process group booking requests, providing exceptional service from inquiry through travel.
• Support travel agency partners by responding to questions and assisting with booking-related needs.
• Manage the Customer Care inbox, responding to customer emails and ensuring timely resolution of inquiries.
• Assist with Reservations call volume as needed to support operational demand and deliver a seamless Customer experience.
• Share feedback with leadership to improve processes, tools, and communication.
• Contribute to ad hoc projects that enhance the Customer experience.

This opening is for both part-time and full-time positions.

Why You’ll Love This Role:

• Create Loyalty: Turn challenges into opportunities to strengthen Customer trust.
• Empowered Decision-Making: Use your judgment and autonomy to make meaningful resolutions.
• Variety Every Day: Handle unique situations that require empathy, creativity, and balance.
• Be a Voice for Change: Help refine Customer Care tools, processes, and experiences.
  

What Makes a Successful Customer Care Representative?

We’re looking for someone who is:

• Adaptable: You handle unexpected challenges with poise and professionalism.
• Empathetic: You listen actively and respond with compassion.
• Accountable: You follow through and take full ownership of every case.
• Collaborative: You work cross-functionally to deliver smooth resolutions.
• Detail-Oriented: You maintain accuracy in documentation and communication.
• Entrepreneurial: You take ownership, act decisively, and continually seek to improve
  

Required:

• 1–2 years of customer service experience, including resolving complex inquiries or escalations; airline, travel, or hospitality experience preferred.
• Strong written and verbal communication skills, including the ability to write clear, professional Customer correspondence.
• Ability to investigate issues, coordinate with internal teams, and manage cases through resolution.
• Ability to manage a high volume of calls and emails with accuracy and timely follow-through.
• Familiarity using internet-based customer service, account management, and ticketing systems.
• Proficiency in Microsoft Office and Google Workspace.

Preferred Experience:

• Experience supporting reservations or group travel bookings.
• Experience assisting loyalty program members or travel agency partners.
• Experience evaluating service recovery or compensation options within company guidelines.

Basic Requirements:

• Must be able to attend 2 weeks of in-person training in Dallas.
• Reside in the Dallas area and have a wired internet connection for remote work.
• Flexibility to work early mornings, overnights, weekends, and holidays.
• Fluency in spoken and written English.

Benefits & Perks:

• Travel Benefits: Enjoy free non-revenue standby travel on JSX, plus deeply discounted standby travel other major domestic & international airlines for you and your qualifying immediate family.
• 401(k) match: 50% of your first 8%
• Generous PTO: Take time to recharge with our flexible PTO plan.

We do whatever it takes:

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (emergencies, changes in workload, rush jobs, technical developments, etc.)

Starting Compensation:

JSX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.