Passenger Service Agent Trainer

2 weeks ago

SeaTac, United States Alaska Airlines Full time
Company: Horizon Air The Team:

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, 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 passenger service trainer is responsible for incorporating a wide variety of training methods and applications to accommodate multiple learning styles such as facilitating learning via classroom, email or one-on-one instruction at Horizon Air. As a member of the Customer Service team, this individual contributor role ensures all training at the station is properly completed and following current policy and procedures to train new or revised processes, new aircraft, or when training agents.

Key Duties:
  • Follow established procedures, with additional research to deliver training and support to all passenger service employees including supporting the onboarding process and coaching new and existing employees.
  • Schedule all appropriate and necessary training and recurrent needs for existing and new employees. Work with transfer employees to ensure all training is complete and up to date.
  • Perform audits and monitor records to ensure training and compliance records are up to date and completed. Work with passenger service agents to maintain compliance with training, and bulletins.
  • Provide input on training needs by identifying gaps and needs in the current training/processes and partner with the corporate training team to evaluate and execute.
  • Support Safety and the QX Culture when working with employees.
  • Maintain proficiency as a passenger service agent and assist the operation when necessary.
Job-Specific Experience, Education & Skills:

Required

  • A minimum of 6 months of customer service or airline operations experience. 
  • Must be comfortable with all passenger service procedures.
  • Proven facilitation, presentation, and active listening skills.
  • Exceptional interpersonal and communication (e.g., verbal, written, presentation) skills, with the ability to create collaborative relationships and tactfully communicate with others.
  • Detailed-oriented and highly organized with the ability to manage, execute and meet deadlines on multiple priorities in a fast-paced environment.
  • Self-starter who takes initiative in finding solutions to difficult and unique problems/opportunities.
  • Proficient in Microsoft Office Suite: Word, Excel, and Outlook.
  • Typing speed of at least 25 WPM.
  • Able to lift up to 50 lbs. Must be able to stand for a long period of time and able to bend, stoop, squat reach and grasp.
  • Ability to work a variety of schedules to include nights, weekends and holidays.
  • High school diploma or equivalent.
  • Authorized to work within the US.

Preferred

  • A minimum of 1 year of customer service or community service experience.
Airport SIDA Badge Requirements:

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated. 

 

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 $21.82/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 Location: Seattle, WA - Airport 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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