Join the Holland America Group as an Air Customer Service Agent and provide exceptional support to our guests! This fully remote role offers a fantastic opportunity to work with a dynamic team, assisting with air travel needs and contributing to a seamless travel experience. We're seeking enthusiastic and customer-focused individuals to join our growing team across the United States. Enjoy a competitive salary, comprehensive benefits including cruise travel privileges, and a supportive work environment.
Responsibilities:
- Respond to guest inquiries via phone, chat, email, and voicemail regarding air travel issues, providing accurate and timely information.
- Manage and resolve air travel-related requests, including schedule changes, ticketing (issuance, refunds, exchanges), and PNR maintenance.
- Proactively identify and resolve incomplete PNRs, ensuring accurate passenger data and fare pricing.
- Process ancillary service requests and provide support for crew, VIP, and entertainment travel needs.
- Provide next-port protection coverage and assist with last-minute crew changes related to air accommodations.
- Effectively communicate with customers, colleagues, and management to ensure efficient issue resolution and customer satisfaction.
- Maintain a strong commitment to customer satisfaction and embody our core values of integrity, fairness, and professionalism.
- Perform other duties as assigned by leadership.
- Manage Shipboard email inboxes and assist guests and travel agents with enroute issues.
- Support and uphold our Culture Essentials.
Requirements:
- Prior experience in travel, hospitality, or a high-volume call center environment is highly desirable.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Excellent phone and customer service skills.
- Strong written and verbal communication skills.
- Solid knowledge of Sabre airline reservation system (booking, ticketing, exchanges, pricing, routing, queue processing).
- Must be legally authorized to work in the United States.
What We Offer:
- Cruise and Travel Privileges for you and your family
- Comprehensive Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development Opportunities
- Tuition & Professional Certification Reimbursement
- Rewards & Incentives
- Base Hourly Range: $15.91 - $21.49 (Salary commensurate with experience)
Our Culture: We prioritize compliance, environmental protection, and the health, safety, and well-being of our guests, employees, and communities. We are an equal opportunity employer and value diversity at all levels.
Don't hesitate, apply today! We value a positive attitude and willingness to learn.
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