Experienced Air Customer Service Agent – Remote US – Travel and Hospitality Industry Expertise Required

Introduction to Holland America Group

We are Holland America Group, a renowned leader in the travel and hospitality industry, seeking an exceptional Air Customer Service Agent to join our team. As a remote position based in the US, you will have the opportunity to work with a dynamic team across the country, providing top-notch support to our guests and internal stakeholders. Our company is committed to delivering unforgettable travel experiences, and we are looking for talented individuals who share our passion for excellence and customer satisfaction.

Job Summary

As an Air Customer Service Agent, you will be responsible for providing exceptional support to our guests, travel agents, and internal teams. Your primary focus will be on resolving air-related issues, responding to customer inquiries, and ensuring seamless travel experiences. You will work closely with our teams to monitor phone volume, manage queues, and respond to escalated calls. If you are a customer-focused individual with a strong background in the travel and hospitality industry, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Answer phone calls, chat messages, and respond to emails and voicemails regarding air issues, ensuring prompt and accurate communication.
• Amend major schedule changes, perform ticketing activities, such as issuance, refunds, and exchanges, and track incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.
• Realign pricing within PNR to collect additional money outside of final payment and certify all air tickets issued for passengers taking a flight by updating the ticket match exception report.
• Assign ancillary services to guests when requested and process guest entertainment, crew executive travel, VIP requests, and provide downline communication to port agents, hotels, and ground transportation.
• Research air schedules booked for crew outside of budget and process last-minute crew changes in regards to air accommodations.
• Provide next port protection coverage (flight re-accommodation) to accommodate passengers when needed and communicate effectively with customers, co-workers, and management to reduce communication-related work errors.
• Consistently deliver on commitments to external and internal customers to drive customer satisfaction and demonstrate commitment through behaviors and performance that are aligned with our core values.
• Exhibit integrity, fairness, and professionalism in everyday conduct and perform any additional duties as assigned by leadership.

Requirements and Qualifications

To be successful in this role, you should have:

• Experience in the travel and hospitality industry, preferably in a high-volume call center environment.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Excellent phone and customer service skills, with the ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management.
• Knowledge of all aspects of the Sabre airline reservation system, including creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing.
• Must be legally authorized to work in the United States, with the ability to work remotely from any location within the US (excluding certain states).

Preferred Qualifications

While not required, the following qualifications are preferred:

• Prior experience working with Sabre airline reservation systems.
• Familiarity with cruise line operations and travel industry protocols.
• Strong analytical and problem-solving skills, with the ability to work in a fast-paced environment.
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

Skills and Competencies

To excel in this role, you should possess the following skills and competencies:

• Strong customer service skills, with the ability to resolve complex customer issues in a professional and courteous manner.
• Excellent communication and interpersonal skills, with the ability to work effectively with internal and external stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions.
• Ability to work in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Strong attention to detail, with the ability to maintain accurate records and reports.

Career Growth Opportunities and Learning Benefits

At Holland America Group, we are committed to the growth and development of our employees. As an Air Customer Service Agent, you will have access to a range of training and development opportunities, including:

• Comprehensive training programs to enhance your skills and knowledge in the travel and hospitality industry.
• Opportunities for career advancement and professional growth within the company.
• Access to industry-leading technology and systems, including Sabre airline reservation systems.
• Collaboration with experienced professionals in the industry, with opportunities for mentorship and knowledge sharing.

Work Environment and Company Culture

At Holland America Group, we pride ourselves on our strong company culture and commitment to our employees. As an Air Customer Service Agent, you can expect:

• A dynamic and supportive work environment, with a focus on teamwork and collaboration.
• A comprehensive range of benefits, including health insurance, 401(k), and employee stock purchase plan.
• Opportunities for professional growth and development, with a focus on promoting from within.
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment.

Compensation, Perks, and Benefits

As an Air Customer Service Agent, you can expect a competitive salary range of $15.91 to $21.49 per hour, depending on your experience and qualifications. In addition to your salary, you will also be eligible for a range of benefits, including:

• Cruise and travel privileges for you and your family.
• Health benefits, including medical, dental, and vision insurance.
• 401(k) and employee stock purchase plan.
• Training and professional development opportunities.
• Tuition and professional certification reimbursement.
• Rewards and incentives for outstanding performance.

Conclusion

If you are a customer-focused individual with a passion for the travel and hospitality industry, we encourage you to apply for this exciting opportunity. As an Air Customer Service Agent, you will have the chance to work with a dynamic team, provide exceptional support to our guests, and contribute to the success of our company. With a range of benefits, opportunities for career growth, and a commitment to diversity, equity, and inclusion, Holland America Group is the perfect place to take your career to the next level. Apply now to join our team and start your journey with us!