Jobs at Alaska Airlines & Horizon Air

Job Information

Alaska Airlines Customer Care Representative in Seattle, Washington

Company Alaska Airlines

The Team

From our call centers or their homes, contact center and reservations agents handle everything from urgent travel plan changes to mileage plan award travel. Our agents are out-of-the-box thinkers who engage each guest interaction with kindness. We want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

Role Summary

The Customer Care Representative is responsible for resolving tier I guest inquiries, complaints, and requests for assistance at Alaska Airlines and Horizon Air. As a member of the Customer Care team, this individual contributor role delivers superior customer service to our guests by offering accurate information and creative resolutions.

Key Duties

  • Provides superior customer service to guests of Alaska Airlines and Horizon Air by offering accurate information and creative resolutions to customer inquiries, complaints, and requests for assistance.

  • Responsible for tier I Customer Care activities:

  • Handles incoming calls/chats from customers in a prompt and courteous manner.

  • Handles written correspondence with customers and other departments as needed.

  • Researches and resolves customer issues, keeping accurate records of interactions.

  • Escalates complex calls requiring a higher level of problem resolution to Customer Care Representative II or Customer Care Specialists.

  • Promotes strategic partnerships by educating customers about Alaska Airlines’ marketing promotions and program benefits.

  • Maintains records of customer complaints and reports that information to the appropriate departments for correction.

  • Identifies problems critical to website operation and reports them to the Supervisor.

  • Conveys knowledge to customers of Alaska Airlines’ services and products including the Mileage Plan program and alaskaair.com.

Job-Specific Experience, Education & Skills

Required

  • A minimum of 1 year of customer service experience.

  • Familiarity with internet applications (e.g., Chrome, Internet Explorer, Firefox, etc.).

  • Excellent customer service skills (e.g., verbal, written, listening).

  • Enthusiastic and willing to play an important role in helping to retain guests of Alaska Airlines and Horizon Air.

  • Proficiency with Microsoft Office applications (e.g., Word, Excel. PowerPoint, and Outlook).

  • Typing speed of at least 25 WPM.

  • Ability to organize and multitask to solve complex administrative challenges.

  • Ability to navigate diverse challenges while resolving customer concerns.

  • Ability and willingness to work from home, including:

  • Must establish and maintain designated work area within Arizona, Idaho, or Washington state.

  • Must maintain a dedicated telephone line and high-speed, hard wired internet connection at own expense.

  • Minimum connection speeds must be met.

  • In-office time is required for initial training as well as periodically thereafter.

  • Ability and willingness to work weekends and holidays as needed.

  • Ability to communicate in English.

  • Minimum age of 18.

  • Must be authorized to work in the U.S.

  • High school diploma or equivalent.

Preferred

  • Saber/IMAGE and computer experience (Windows environment).

  • Familiarity with AS policies related to fare and ticketing rules/policies and operational procedures.

  • Sales and marketing experience.

  • Knowledge of the workings of the alaskaair.com web site, including content, navigation, interaction with other systems, etc.

  • Bilingual in Spanish.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

COVID-19 Vaccination Requirement

Where permitted by applicable law, new hires must have received the COVID-19 vaccine. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief.

Starting Rate

USD $18.03/Hr.

Total Rewards

  • Competitive total rewards package

  • Medical, dental and vision benefits

  • 401k match program

  • Monthly incentive pay plan

  • Annual incentive pay plan

  • Generous paid time off

  • Travel privileges on Alaska Airlines & Horizon Air

FLSA Status Non-Exempt
Employment Type Full-Time
Regular/Temporary Regular
Apply by 7:00 PM Pacific Time on 12/10/2021
Location Seattle
Equal Employment Opportunity Alaska Airlines and Horizon Air are proud to be an Equal Employment Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, and gender expression), national origin, age, protected veteran or disabled status, genetic information (including family medical history) or other legally protected characteristics. Qualified applicants with criminal histories will also be considered for employment, consistent with applicable federal, state, and local law. People of color, women, LGBTQIA+, immigrants, veterans and persons with disabilities are encouraged to apply. We are an E-Verify ® employer, where required by law.
I: Y - 2
Job Locations USA-WA-Seattle
Requisition ID 2021-6879
Category Contact (Call) Center

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