Job Description
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.
Benefits and Offers
Starting Rate USD $20.00/Hr.
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
Your main responsibilities in this role include the following:
Duties and Responsibilities
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 Requirements
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 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.
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.
Preferred Qualifications
Job Details
Company: Alaska Airlines
Employment Type: Full-Time
Job Location: Seattle, Washington, USA
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