Customer Care Representative

Alaska Airlines • WA-SeaTac, WA

5d • $22 • Remote

About The Position

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.

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.

Nice To Haves

• 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.

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.

Benefits

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees