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Customer Care Representative Call center & Work from home program
Job ID:• 31101
Full/Part Time:• Full-Time
Location:• Seattle, WA
Job Position Title:• Customer Care Representative - Call center & Work from home program
Manager, Customer Care
ALASKA AIRLINES STORY
Alaska Airlines is one of the most respected names in aviation and flies throughout its namesake state and the Lower 48, as well as to Hawaii, Canada, Mexico, Costa Rica and Cuba. Our roots date to 1932 and are symbolized by the Alaska Native painted on the tails of our aircraft. Guided by what we call the Alaska Spirit, we pride ourselves on providing a lifeline to remote communities while delivering renowned service to everyone we fly. This commitment has brought us national and international recognition. Weve been honored with a variety of awards by readers of Travel + Leisure, Conde Nast Traveler, USA Today and others. Alaska, with Virgin America, is the premier airline for people on the West Coast, and together with its sister carrier Horizon Air, flies to more than 118 destinations. The two airlines are subsidiaries of Alaska Air Group Inc. (NYSE:ALK) with annual revenues exceeding $7 billion.
The Customer Care Representative provides superior customer service to Alaska Airlines customers, by offering accurate information and creative resolutions to customer inquiries, complaints, and requests for assistance.
Scope & Complexity
This position supports customer care activities for Alaska Airlines (AS).
8am (PST) - 6pm (PST) with the possibility of extended hours based on business needs
Candidates must be flexible and willing to work early mornings, afternoons, early evenings, weekends and all holidays
Work from home program
Agents will need to work from home after 13-14 weeks
Requirements for work from home: agents must live within 100 miles of the call center located in Kent, WA; must establish and maintain designated work area; must maintain at your own expense a dedicated telephone line and high-speed, hard wired internet connection
Provides superior customer service to Alaska Airlines (AS) customers, by offering accurate information and creative resolutions to customer inquiries, complaints, and requests for assistance.
Handles incoming calls 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.
Promotes strategic partnerships by educating customers about AS marketing promotions and program benefits.
Maintains records of customer problems and reports that information to the appropriate areas for correction.
Identifies problems, which may be critical to web site operation, and reports them to the Supervisor.
Conveys knowledge to customers of the AS Mileage Plan, web site, and the internet as a whole.
Ability and willingness to work Saturdays and holidays as needed.
Performs other/related duties as assigned or as the situation dictates.
A minimum of 2 years 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 participate in playing an important role in helping to retain Alaska Airlines customers.
Strong computer skills and ability to type 35 words per minute.
Ability to organize and multitask to solve complex administrative challenges.
Ability to deal with different challenges while resolving customer concerns.
Minimum age of 18.
Must be authorized to work in the U.S.
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.
Job-Specific Leadership Expectations
Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
High school diploma or equivalent is required.
A large percentage of our calls will pertain to our amazing Milage Plan program. Information regarding the Mileage Plan can be found here:
To receive additional information regarding the position, call a Customer Care Rep at:
The location for this position is in Seattle, Washington
OUR CULTURE - ALASKA AIRLINES
For eligible employees, our company offers a unique total rewards package that few companies can match, including insurance coverage for medical, dental and vision care, 401(k) retirement savings plans, monthly and annual incentive bonus plans, time off and a generous employee travel program. Our values reflect who we are at work and in our communities: Own Safety, Do the Right Thing, Be Kind-Hearted, Deliver Performance, and Be Remarkable. Alaska Airlines also fosters a diverse and inclusive culture and is an Equal Opportunity Employer.
Please apply on or before: 9/18/17
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~Gather your paperwork, including your work history, resume etc. - before you apply to the position.
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Alaska Airlines and Horizon Air do not tolerate discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital status, disability, protected veteran status, genetic information, or any other basis protected by applicable law. Employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants are also protected by law.
Alaska Airlines y Horizon Air no toleran discriminacion o acoso en base a raza, color, credo, religion, origen nacional, estatus migratorio de residencia o ciudadania, edad, sexo, orientacion sexual, identidad de genero o expresion, estado civil, discapacidad, estado veterano protegido, informacion genetica o cualquier otra base protegida por la legislacion aplicable. Empleados o aspirantes que indaguen, discutan o revelen su compensacion o la remuneracion de otros empleados o aspirantes tambien estan protegidos por ley.
Customer Care Representative Call center and Work from home program job at Alaska Airlines
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