Job Details
Description
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:
As a Customer Care Representative, you are a trusted expert in helping Customers navigate the unexpected. You’ll respond to first-level escalations, resolve issues with autonomy and heart, and serve as a key point of contact for Customers impacted by service disruptions. Whether through compassionate phone calls, polished emails, or personalized solutions, you will help rebuild trust and strengthen brand loyalty—one thoughtful interaction at a time.
This is a fully remote position for candidates in the Dallas/Ft. Worth area.
A Day in the Life:
Every day is an opportunity to turn a challenge into a win—for both the Customer and JSX. In this role, you’ll:
- Respond to first-level escalations from Customers who’ve experienced service failures.
- Offer compassionate, empathetic service with a problem-solving mindset.
- Own resolution outcomes—including issuing compensation where appropriate.
- Coordinate with internal departments to ensure thorough and timely follow-up.
- Assist with special exceptions by reviewing Customer history, preferences, and operational disruptions.
- Respond to Customer emails with impeccable grammar, formatting, and brand-aligned tone.
- Support the Operations Control Center (OCC) by obtaining travel document information for international travel.
- Provide insights to supervisors and team leads that help refine processes, tools, and procedures.
- Contribute to other special tasks or projects as assigned.
Why You’ll Love This Role:
- Create Loyal Customers: You’ll help Customers feel seen and supported—even in difficult situations.
- Be a Trusted Expert: You’ll have the autonomy to make decisions and deliver thoughtful solutions.
- Every Day is Different: Bring your creativity, empathy, and judgment to every unique case.
- Remote Flexibility: Work from home with the stability and support of an established team.
- Help Shape the Experience: Your feedback will help evolve our tools and service model.
What Makes a Successful Customer Care Representative?
We’re looking for someone who is:
- Adaptable: You pivot quickly, even when dealing with complex or emotional situations.
- Empathetic: You bring warmth and patience to every interaction.
- Accountable: You take ownership of your work and consistently follow through.
- Collaborative: You share ideas, insights, and improvements to elevate the entire team.
- Detail-Oriented: You never overlook the little things that make a big difference.
- Entrepreneurial: You bring curiosity and initiative to every challenge.
Requirements:
- Experience with Microsoft Office and Google Suite
- Strong keyboarding and PC-based software navigation skills
- Ability to manage high volumes of calls or emails while maintaining quality
- Experience using internet-based customer service tools and ticketing systems
- 1–2 years of customer service experience in the airline or hospitality industry
- Fluent in English (spoken and written)
- Flexibility to work various shifts including early mornings, overnights, weekends, and holidays
- Must live within commuting distance of Dallas and be able to work in-office monthly (or more, if needed)
- Wired internet connection required for remote work
Pay & Perks:
Compensation: $21.00/hr. This was established after performing market research and is aligned with our approach to compensation.
- Health Benefits: New Crewmember's become eligible for coverage on the 1st of the month following the start date, with medical plans beginning at just $110/month. 100% employer paid dental & vision, plus up to $2,100 annually for HSA contribution. Short-term and long-term disability coverage at no cost.
- 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.
Additional Information:
Duties and responsibilities may change based on business needs, emergencies, or growth opportunities.
JSX seeks to provide equality of opportunity in all aspects of employment, as well as to ensure that all personnel activities, such as the recruitment, selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based upon race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other characteristic protected by law.
