About the position
The Customer Service Agent at Alaska Airlines plays a crucial role in ensuring a seamless travel experience for guests. This position involves assisting passengers with their travel needs, which includes answering inquiries, ticketing, checking in passengers, and boarding flights in a fast-paced airport environment. As a member of the passenger service team, the agent is responsible for various tasks that contribute to the overall satisfaction of guests. This role is an individual contributor position and is represented by a union, emphasizing the importance of teamwork and collaboration in delivering exceptional service. In this role, the Customer Service Agent will engage with guests directly, providing assistance with ticket sales and ensuring that cabin accommodations meet the needs of passengers. The agent will also perform essential computer and paperwork tasks, evaluate and prepare flights by arranging seat assignments, coordinating special meals, and managing upgrades. Additionally, the agent will be responsible for boarding and gate duties, which include checking flight tickets, assisting and directing passengers, making announcements, and ensuring the security of the cabin. The position also involves processing and securing passenger luggage, which is critical for maintaining the safety and efficiency of flight operations. The Customer Service Agent must be adaptable and willing to take on various duties as assigned by management to ensure complete guest satisfaction. This role requires a commitment to embodying the values of Alaska Airlines, which include safety, integrity, kindness, performance, and a remarkable service attitude. The position offers a competitive starting rate and a comprehensive total rewards package, including professional development opportunities and various benefits designed to support employees both personally and professionally.
Responsibilities
- Assist guests with travel needs, including answering inquiries, ticketing, checking-in passengers, and boarding flights in a fast-paced environment.
- Sell tickets and ensure cabin accommodations for passengers.
- Perform computer, iPad, and paperwork tasks related to passenger service.
- Evaluate and prepare flights by arranging seat assignments, coordinating special meals, and managing upgrades.
- Perform boarding and gate duties, including checking flight tickets, assisting and directing passengers, making announcements, and confirming cabin security.
- Process and secure passenger luggage to ensure safe transport.
- At the direction of management, perform various duties to ensure complete guest satisfaction.
Requirements
- 6 months of customer service or community service experience.
- Exceptional interpersonal and communication skills (verbal, written, listening).
- Typing speed of at least 25 WPM.
- Ability to consistently lift 50 lbs and push/pull 50 lbs.
- Ability to bend, stoop, squat, reach, and grasp as needed.
- Flexibility to work varied shifts, including weekends and holidays.
- Ability to participate in paid training and learn to operate a computerized reservation system.
- Ability to adapt to performing work according to set procedures and anticipate the needs of others in a fast-paced environment.
- Ability to communicate in English effectively.
- High school diploma or equivalent required.
- Minimum age of 18 years.
- Must be authorized to work in the U.S.
Benefits
- Free stand-by travel privileges on Alaska 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
