Customer Care Representative - Remote DFW area

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.

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.
 

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.

We’re looking for someone who is:

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.