Job Description
The Customer Service Agent (CSA) is responsible for assisting customers with baggage issues at Alaska Airlines (AS). As a member of the Central Baggage Service team, the CSA supports delayed baggage recovery, resolution of damaged baggage, missing contents and left on board items.
Benefits and Offers
Starting Rate USD $18.49/Hr.
Medical, dental and vision benefits
401k program with a company match up to 6%
Monthly incentive pay plan up to $150 per month
Annual incentive pay plan with a target 5% payout of annual earnings
Generous paid time off
Unlimited standby travel benefits on Alaska Airlines & Horizon Air
Your main responsibilities in this role include the following:
Duties and Responsibilities
Researches, resolves and assists customers with baggage issues.
Provides superior customer service by offering accurate information and creative resolutions to customer inquiries, complaints, and requests for assistance.
Maintains records of customer interactions and problems and reports that information to the appropriate areas for correction.
Handles customer questions, complaints, and inquiries promptly via call, chat and written correspondence with the highest degree of courtesy and professionalism to resolve issues.
Supports internal customers (airport Customer Service Agents, Customer Care Representatives, Reservations Agents, other airline counterparts, etc.) with baggage-related issues.
Operates within a variety of complex computerized systems to assist guests and daily operations.
Conveys knowledge to customers of Alaska Airlines baggage policies.
Performs other/related duties as assigned or as the situation dictates.
Job Requirements
A minimum of 1 year of customer service experience.
Excellent customer service skills (e.g., verbal, written, listening).
Ability to be sympathetic and helpful to guests who have lost their belongings.
Detail-oriented and highly organized, with the ability to multi-task in a fast-paced environment.
Enthusiastic and willing to participate in playing an important role in helping to retain Alaska Airlines customers.
Ability and willingness to work from home, including:
Must establish and maintain designated work area within the state of Washington.
Must maintain at your own expense a dedicated telephone line and high-speed, hard wired internet connection.
Minimum connection speeds must be met.
In-office time is required for initial training as well as periodically thereafter.
Ability to work in an office and warehouse environment.
Ability and willingness to work weekends and holidays as needed.
Ability to routinely lift 50lb over head without assistance.
Ability to work at a computer for 10+ hours per day.
Ability to occasionally move items up to 100lbs.
Proficiency with Microsoft Office applications (e.g., Word, Excel. PowerPoint, and Outlook).
Familiarity with internet applications (e.g., Chrome, Internet Explorer, Firefox, etc.).
Minimum age of 18.
Must be authorized to work in the U.S.
High school diploma or equivalent.
Sabre/IMAGE and computer experience (Windows environment).
Familiarity with AS policies related to baggage rules, baggage fees and operational procedures surrounding baggage.
NetTracer/Baggage experience.
Knowledge of the workings of the alaskaair.com web site, including content, navigation, interaction with other systems, etc.
Bilingual in Spanish.
Preferred Qualifications
Job Details
Company: Alaska Airlines
Employment Type: Full-time
Job Location: Seattle, Washington, USA
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