Reservations Sales Agent

Remote role Full-time Open position

Description:

The Reservations Sales Agent (RSA) is responsible for assisting guests with information regarding fares, flight schedules, routings and policies at Alaska Airlines (AS), Hawaiian Airlines (HA), Horizon Air (QX), Sky West (OO) and our Alliance partners
As a member of the reservations team, this individual contributor role verifies availability of space, confirms reservations and makes appropriate changes to reservations and tickets
Perform a variety of guest service functions via multiple channels including: Answer incoming inquiries and match the features and benefits of Alaska Airlines and Hawaiian Airlines to the needs of the guest
Answer guests’ inquiries regarding all aspects of their travel on Alaska Airlines, Hawaiian Airlines, and on Horizon Air or on our travel partners
Make new reservations and change existing reservations on scheduled domestic and international flights, administer refunds, and handle flight recovery
Assist guests with technical website and mobile navigation needs
Handle guests’ questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve issues with first interaction resolution
Operate within a variety of complex computerized systems to assist guests and daily operations
Proactively create a positive service-oriented environment for guests

Requirements:

2 years of customer service or community service experience
Must reside and work from a remote home office within the state designated in the posting at or before the time of application
Some in-office time is required for initial training
Exceptional interpersonal skills, including a professional and pleasant phone demeanor, clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation
Excellent communication skills (e.g., verbal, written, and listening)
Demonstrated proficiency and agility with adopting, utilizing and navigating new and rapidly changing technologies and applications on handheld and other multi-media devices
Proven ability to continually learn and understand changing job-related policies and procedures, company products, services and promotions in an efficient manner
Ability to work in a process-oriented environment
Proficiency with general computer programs, keyboard skills, and Microsoft Office applications (e.g., Word, Excel, PowerPoint, Teams and Outlook)
Typing speed of at least 30 WPM at an efficiency of 85% or better
Ability and willingness to work a flexible schedule including weekends, holidays, and overtime in a 24/7/365 operation
Reliable, punctual attendance
Ability to communicate in English
High school diploma or equivalent
Minimum age of 18
Must be authorized to work in the U.S.
Preferred Airline or travel industry experience
Spanish language proficiency

Benefits:

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