Company Alaska Airlines
The Team
Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.
Role Summary
As a Guest Operations Specialist, you will play a critical part in keeping guests informed with accurate and timely travel information. From alerting guests to congestion in and around the airport, to explaining reasons for delays, to sharing next steps during a diversion, your mission is to understand the travel challenge the guest is facing and the questions they may have and provide meaningful messaging to help them navigate the challenge.
To do this, you will monitor operational technologies and activity in the Network Operations Center (NOC) and assimilate multiple additional sources of information to determine where and when to engage to improve the guest experience by providing relevant, timely, clear, and consistent guest communications on day-of-travel, with priority focus on IRROPs.
Excellence in this role is illustrated by showing up on time, identifying potential flight issues, creating, and sending messaging that is caring and free from errors, by being a team player, and looking for ways to improve our processes. Your actions will have a direct and measurable impact on our guest satisfaction scores that are our company-wide benchmark.
Key Duties
Create, send, and document communications that are timely, consistent, relevant and clear, in order to meet the needs of guests and frontline teammates using templates and custom messages for different flight situations.
Consider customer needs and expectations, as well as the Companys image, goodwill, and profitability when creating a communications plan.
Provide superior internal customer service to Guest Experience team members and helps them resolve or find information to resolve customer issues.
Foster good relations, team morale and collaboration by engaging peers and other stakeholders including stations, catering, baggage, Social Care, Customer Care, Reservations and more.
Assist with various Guest Incident Team needs and participate in major brand events as needed.
May be asked to participate in emergency or incident response teams as part of on-call duties.
Monitor operational tools for issues and irregular operations that may negatively affect guests.
Advocate for the guest experience within the NOC to ensure that guest as well as operational impacts are considered.
Make informed decisions and apply communications business rules to changing situations based on operational need and impact on guests.
Document and process guest experience, communication, and compensation information for coordination with other departments.
Provide reporting on operational activity, incidents, and trends.
Job-Specific Experience, Education & Skills
Required
2 years of Customer Care experience or a related area.
Sabre/IMAGE and computer experience (Windows environment).
Excellent communication (e.g., verbal, written, and listening), situational awareness and interpersonal skills.
Subject matter expertise on Alaska Service Framework and how to apply it appropriately.
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).
Ability to organize, prioritize and multitask to solve complex administrative challenges.
Ability to navigate diverse challenges while resolving customer concerns.
Ability to work on location in Seattle within Network Operations Control (NOC) at The Hub building.
Ability and willingness to work shifts, weekends and holidays as needed.
Ability and willingness to be on-call.
Ability to communicate in English.
High school diploma or equivalent.
Minimum age of 18.
Must be authorized to work in the U.S.
Preferred
Airline operation experience.
Spanish or other language fluency.
Guest-facing experience.
Communications/writing experience.
Job-Specific Leadership Expectations
Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
Starting Rate
USD $34.81/Hr.
Total Rewards
Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.
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
For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.
FLSA Status Non-Exempt
Employment Type Full-Time
Regular/Temporary Regular
Requisition Type Frontline
Apply by 7:00 PM Pacific Time on 4/5/2024
Location Seattle
Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.
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Job Locations USA-WA-Seattle
Requisition ID 2024-12117
Category Contact (Call) Center
Workplace Type Onsite
