Reservation Sales & Customer Care

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A Day in the Life


As a Customer Experience Specialist on our Reservation Sales & Customer Care team, you will join a performance-driven culture with a service and sales-focused team that is passionate about listening, caring and connecting with our customers. Watch the job preview video below to learn more about life as a Customer Experience Specialist.

Benefits to help you Keep Climbing


Pass Travel
 
Domestic and International (standby) flight privileges for employees and eligible family members.
Financial Incentives
 
Overtime and double-time opportunities are offered based on operational need. There are also shared rewards, regular incentives, and annual profit sharing.
Wellness Programs
 
Wellness programs to support physical, emotional, social, and financial health, EAP, financial coaching, and extensive resources supporting mental health.
401(K) Match
 
Save for retirement with generous company contributions up to 9%.

Employee Spotlights


Our experienced specialists provide mentorship to help prepare you to advance your career at Delta Air Lines. Learn more from members from our Reservations Sales & Customer Care team and how they’ve come into their roles.
Rebecca Demenge Bright, Customer Experience Specialist

"It's the first few seconds of interacting with the customer that sets the stage.  A greeting on the phone is portrayed in one's tone of voice and the words said. My stage is set with my voice to give a friendly smile while gaining their trust to take care of the reason they are contacting Delta Air Lines."

Learn more about Rebecca's story below. 

1. When did you begin your career with Delta and why did you choose Res & Care?

I began my airline career in 1987. I admired the airline industry and wanted to become a flight attendant. At that time, I was too young to qualify for the position, but that didn't stop me! Reservations was the perfect opportunity to start my career and gain knowledge about the industry and how to care for customers.

2. What have you gained from your experience at Delta Air Lines?

Although handling customers' transactions accurately and efficiently is important, how one handles the care of the customer is ultimately the biggest experience I gained.  It's a team effort! It's the first few seconds of interacting with the customer that sets the stage.  A greeting on the phone is portrayed in one's tone of voice and the words said. My stage is set with my voice to give a friendly smile while gaining their trust to take care of the reason they are contacting Delta Air Lines.

3. Where do you see yourself in the next coming years?

My interest to become a flight attendant has not dwindled, but I know my strength of knowledge and experience in Reservations continues to be a passion. I would like to join the Reservations leadership team and inspire my coworkers to pursue the numerous career opportunities you can do while staying with a company that takes care of its employees. This is exactly what I have had in my 35-year career and still have additional opportunities to pursue!


Takeenya Bryant, Brand Advisor

"Brand Advisors are there for our specialists in every way possible. I support them with their product knowledge, technical issues, and their career growth. However, I mostly try to support them as a friend to ensure they feel comfortable to come to me for any need they have. They know they can come to me with anything, and we will try to solve it together."

Learn more about Takeenya's story below.

1. Why did you become a Brand Advisor?

In short, I wanted to help others! When I came out of training, I was feeling so confused on many topics. How was I going to (learn all of this) and keep my numbers intact? I had a Brand Advisor who worked with me to build my self-confidence in my product knowledge. I wanted to help others as he did with me. I wanted to guide other Customer Experience Specialists find the information they need, make quick decisions, and help inspire them to take the next step in their career.

2. What does it mean to be a Brand Advisor? 

We are there for our specialists in every way possible. I support them with their product knowledge, technical issues, and their career growth. However, I mostly try to support them as a friend to ensure they feel comfortable to come to me for any need they have. They know they can come to me with anything, and we will try to solve it together.

3. What is the main skill you have gained as a Brand Advisor?

I have learned how to talk with my team as a team and engage them to want to be a part of the team. They love coming to huddles because I make them fun and treat them with respect. I truly care how my team is doing and they know I’m there to help when they need me. 


Ryan Wall, Customer Engagement Manager

"My primary responsibility is engaging with a team of approximately 60 frontline employees. This engagement includes helping set and achieve career goals and progression, identifying opportunities to improve performance and improving quality of work-life by providing wellness resources."

Learn more about Ryan's story below. 

1. What are your main responsibilities as a Customer Engagement Manager (CEM)?

As a CEM, my primary responsibility is engaging with a team of approximately 60 frontline employees. This engagement includes helping set and achieve career goals and progression, identifying opportunities to improve performance and improving quality of work-life by providing wellness resources. I also drive performance by creating strategy plans based on employee feedback, implementing positive change and evaluating the success of these initiatives. Additionally, I partner with a team of 3-4 team leads, called Brand Advisors, to ensure our team is successful.  

2. What is the main skill you have gained as a CEM?

The CEM role has taught me confidence. I listen to my team and make decisions that improve wellbeing and performance. That freedom to experiment was a little overwhelming at first, but I have learned that innovation requires experimentation. Sometimes the things I try don’t work, but that’s okay! It’s about looking at the results, tweaking what isn’t working, and changing the approach to ensure we Keep Climbing. 

3. What advice would you give to a specialist wanting to grow in Res & Care? 

Be the best at what you’re doing today, stay curious, and don’t be afraid to get out of your comfort zone. By constantly seeking to improve your performance in your current role, you will be better prepared for opportunities that come along your path. Don’t be afraid to ask questions and explore new things. There are lots of opportunities to do temporary special assignments that give a taste of what’s out there. Try it! Especially if it’s going to be a challenge. That’s where we grow.

Res & Care in the News


Veelgestelde vragen


You can apply to our Customer Experience Specialist position on our website.
Be on the lookout for an email from our Talent Team with next steps. You may be asked to complete an assessment after submitting your application.
Our on-site hiring events allow you to explore our Customer Engagement Centers and see what a day-in-the-life looks like as a Customer Experience Specialist. This is a chance for you to ask any questions you have about the role before joining the team.
Practice answering questions using the STAR method. The STAR method is a structured manner of responding to a behavioral-based interview question by discussing the specific situation, task, action, and result of the situation you are describing. It is a useful method of answering interview questions as it allows you to provide concrete examples to demonstrate that you possess the experience and skills for the job at hand.
You'll be eligible to retake the assessment after 6 months of receiving your initial score.
Please email Candidate Care for assistance at candidatecare@delta.com.
Yes, you're required to complete and pass all pre-employment screenings.
We have Customer Engagement Centers around the country. Our centers are located in Atlanta, GA (ATL); Augusta, GA (AGS); Cincinnati, OH (CVG); Dallas, TX (DFW); Hibbing, MN (HIB); Minneapolis, MN (MSP); Salt Lake City, UT (SLC); and Tampa, FL (TPA). We also have an international Reservations center in Singapore (SIN).
This position is full-time. Generally, you will work an 8.5-hour day that includes a 30 min. unpaid lunch, five days a week with two consecutive days off. Shifts range from early morning to overnight.
Overtime and double-time opportunities are offered based on operational need. Shared rewards, regular incentives throughout the year, annual profit sharing.
You’ll assist our customers over the phone and through our chat feature. You may also have opportunities to assist customers via social media, including Twitter, Facebook, and other platforms.
A 10-week training period is provided to all new Customer Experience Specialists. This will allow for both classroom and on the job training.
We offer Domestic and International (standby) flight privileges for employees and eligible family members.
You’ll get paid time off including 2 weeks of vacation, holidays, and 7 days of paid personal time (can be used for any reason - including personal illness, family illness, or vacation).

Delta Air Lines is an equal opportunity employer including disability/veteran.

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here.