From our call centers or their homes, contact center and reservations agents handle everything from urgent travel plan changes to mileage plan award travel. Our agents are out-of-the-box thinkers who engage each guest interaction with kindness. We want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you'll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

Role Summary

The Reservations Sales Agent (RSA) is responsible for assisting guests with information regarding fares, flight schedules, routings and policies at Alaska Airlines (AS), Hawaiian Airlines (HA), Horizon Air (QX), Sky West (OO) and our Alliance partners. As a member of the reservations team, this individual contributor role verifies availability of space, confirms reservations and makes appropriate changes to reservations and tickets. This is a work at home, union represented position.

Key Duties

• Perform a variety of guest service functions via multiple channels including:
  • Answer incoming inquiries and match the features and benefits of Alaska Airlines and Hawaiian Airlines to the needs of the guest.
  • Answer guests' inquiries regarding all aspects of their travel on Alaska Airlines, Hawaiian Airlines, and on Horizon Air or on our travel partners.
  • Make new reservations and change existing reservations on scheduled domestic and international flights, administer refunds, and handle flight recovery.
  • Assist guests with technical website and mobile navigation needs.
• Handle guests' questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve issues with first interaction resolution.
• Operate within a variety of complex computerized systems to assist guests and daily operations.
• Proactively create a positive service-oriented environment for guests.

Job-Specific Experience, Education & Skills

Required

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• 2 years of customer service or community service experience.
• Must reside and work from a remote home office within the state designated in the posting at or before the time of application. Some in-office time is required for initial training.
• Exceptional interpersonal skills, including a professional and pleasant phone demeanor, clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation.
• Excellent communication skills (e.g., verbal, written, and listening).
• Demonstrated proficiency and agility with adopting, utilizing and navigating new and rapidly changing technologies and applications on handheld and other multi-media devices.
• Proven ability to continually learn and understand changing job-related policies and procedures, company products, services and promotions in an efficient manner.
• Ability to work in a process-oriented environment.
• Proficiency with general computer programs, keyboard skills, and Microsoft Office applications (e.g., Word, Excel, PowerPoint, Teams and Outlook).
• Typing speed of at least 30 WPM at an efficiency of 85% or better.
• Ability and willingness to work a flexible schedule including weekends, holidays, and overtime in a 24/7/365 operation.
• Reliable, punctual attendance
• 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 or travel industry experience.
• Spanish language proficiency.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.