Air Customer Service Agent

Job DescriptionHolland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.We’re looking for an amazing Air Customer Service Agent to fill this role. You’ll be responsible for working with teams across Holland America Group while providing support for Guest Travel by assisting in monitoring phone volume, ensuring queues are worked on a daily basis, and responding to escalated calls. We’re looking for amazing humans across the country for this role. HA Group offers strong compensation and outstanding benefits, including cruise travel.Here’s a summary of what Holland America Line is looking for in its Air Customer Service Agent. Is this you?ResponsibilitiesAnswer phone calls/chat messages in regard to air issues, respond to e-mails and voicemails, and relay messages accurately and promptly.Amend major schedule changes, perform ticketing activities (issuance, refunds, exchanges, etc).Track and fix incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.Realign pricing within PNR to have records re-priced in order to collect additional money outside final payment.Certify all air tickets issued for passengers taking a flight by updating the ticket match exception report.Assign ancillary services to guests when requested.Process guest entertainment, crew executive travel, VIP requests and provide down line communication to port agents, hotels and ground transportation.Research air schedules booked for crew outside of budget.Process last minute crew changes in regard to air accommodations.Provide next port protection coverage (flight re-accommodation) to accommodate passengers when needed.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.Demonstrate commitment through behaviors and performance that are aligned with our core values.Exhibit integrity, fairness and professionalism in everyday conduct.Any additional duties as assigned by leadership.RequirementsExperience in the travel and hospitality industry and in a high-volume call center is highly desirable.Proficient in Microsoft Word, Excel, and Outlook.Excellent phone and customer service skills.Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management.Excellent phone customer service skillsKnowledge of all aspects of the Sabre airline reservation system such as creation of an air booking, ticketing, exchanges, pricing, routing and queue processingKnowledge of all aspects of the Sabre airline reservations system such as creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing.Ability to work any shift that falls between the hours of 6:00 am -6:00 pm Pacific Time, any day of the week. Training schedule will be Monday-Friday from 9:15 am – 6:00 pm Pacific Time.Please note that this position will be 100% fully remote, US Only (please note that Holland America Line is not setup to hire anyone in the following states: AR, DE, HI, ME, MN, MS, NE, NH, OK, SD, VT, WV, WY)  What You Can ExpectCruise and Travel Privileges for You and Your FamilyHealth Benefits401(k)Employee Stock Purchase PlanTraining & Professional DevelopmentTuition & Professional Certification ReimbursementRewards & IncentivesBase Hourly Range: $16.35 to $22.07. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.Our Culture…Stronger TogetherOur highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.htmlHolland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.Americans with Disabilities Act (ADA)Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com#HAL