Job Category:

Customer Service, Airlines


Pay:

$12.14/hr


Overview

Alaska Airlines is one of the most respected names in aviation and flies throughout its namesake state and the Lower 48, as well as to Hawaii, Canada and Mexico. Our roots date to 1932 and are symbolized by the Eskimo painted on the tails of our aircraft. Guided by what we call the “Alaska Spirit”, we pride ourselves on providing a lifeline to remote communities while delivering renowned service to everyone we fly.

This commitment has brought us national and international recognition: Alaska has ranked “highest in customer satisfaction among traditional network carriers” in J.D. Power and Associates’ North America Airline Satisfaction Study for the past NINE years. We’ve also been honored with a variety of awards by readers of Travel + Leisure, Conde Nast Traveler, USA Today and others. Alaska is the dominant West Coast airline and, together with its sister carrier Horizon Air, flies to more than 90 destinations. The two airlines are subsidiaries of Alaska Air Group Inc. (NYSE:ALK) with annual revenues exceeding $4 billion. .

POSITION INFORMATION

KEY RESPONSIBILITIES

Responsible for assisting customers with travel requests by answering incoming calls and matching the features and benefits of Alaska Airlines to the needs of the passengers

Answer customer’s inquiries regarding all aspects of their travel on Alaska Airlines or one of our travel partners

Ability to handle customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution

Assist customers with technical website and mobile navigation needs

Make new reservations and change existing reservations on scheduled domestic and international flights

Perform both computer and inbound/outbound telephone related tasks

Other duties as assigned

Embody the Alaska Spirit and conducts oneself with Professionalism, Integrity, Resourcefulness, and Caring

HOURS

The call center is open 24/7/365

Candidates must be flexible and willing to work early mornings, afternoons, evenings, weekends, and holidays.

TRAINING BEGINS JANUARY 16TH

This will take place at one of our training facilities near Seatac Airport.

Training is structured and fast pace. We encourage new hires to study daily in order to pass weekly exams.

WORK FROM HOME PROGRAM

Agents will be eligible for our work from home program after 1040 hours (6 months).

Requirements for work from home: agents must live within 100 miles of the call center located in Kent, WA; must establish and maintain designated work area; must maintain at your own expense a dedicated telephone line and high-speed, hard wired internet connection.

QUALIFICATIONS

High School diploma or equivalent required

Minimum age of 18 years old

Must be authorized to work in the United States

Demonstrated proficiency and agility with adopting, utilizing and navigating new and rapidly changing technologies and applications on handheld and other multi-media devices required

Demonstrated knowledge and aptitude to use computers and related technology skillfully required

Fluent in Spanish highly preferred

Proficient keyboard skills required

Must have strong customer service skills and a professional and pleasant phone demeanor

Must possess exceptional verbal and interpersonal communication skills in order to assist customers and interact with coworkers

Proven ability to continually learn and understand changing job-related policies and procedures, company products, services and promotions in an efficient manner required

Adaptable to performing work according to set procedures required

Excellent attendance and reliability required

Must be flexible to work any shift assigned within a 24 hour/day, 7 day/week, 365 day/year operation including weekends, holidays and overtime as needed. Hours could include late nights and early mornings.

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