Sector Support Specialist

Alaska Airlines • WA-SeaTac, WA

5d • Onsite

About The Position

The Sector Support Specialist serves as a customer service advocate for the system representing Alaska Airlines and its customers and employees. This role is responsible for developing solutions to eliminate negative impacts to both the operation and the guests during irregular operations. This role ensures the highest standards of customer service including an uncompromising commitment to safety within Network Operations Control (NOC) at Alaska Airlines. As an individual contributor, this role works as a part of a leadership team to provide real-time guidance to station and reservation personnel and manages customer operations activities for Alaska Airlines and its subsidiaries.

Requirements

• 2 years of experience in Customer Service, Network Operations, or related area.
• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.
• Knowledge of FAA policies and procedures.
• Excellent communication skills (both written and verbal) to enhance customer and employee satisfaction.
• Demonstrate proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Proven success at influencing cross-functionally and building relationships both in and outside of team.
• Proven ability to demonstrate tact in communicating with others, apply deep knowledge to constructively resolve problems, translate complex topics simply and succinctly.
• Ability and willingness to work rotating shifts (e.g., holidays, weekends, or non-traditional hours).
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Nice To Haves

• Strong knowledge of Sabre / Image.
• Experience working in Airport Operations.
• Knowledge of AS system regulations, company policy, procedures, and security directives.
• Proven ability to work well under pressure and provide independent judgment and good decision-making.

Responsibilities

• Take initiative to develop solutions to minimize and/or eliminate real-time negative impacts to guests during irregular operations and provide support to the frontline.
• With limited direction from manager, work independently to manage the Extreme Flight Irregularity (EFI) program; follow guidelines provided by NOC leadership to ensure the guests and AS are supported system wide.
• Make recommendations on process and real-time guidance to train station and reservation personnel.
• Serves as the customer service advocate.
• Apply deep knowledge in procedure/operations of stations and reservation system-wide, while supporting Alaska Airlines policies and security directives.

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
• Annual bonus plans
• Generous holiday and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level