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Customer Service Manager

2 months ago

Honolulu, Hawaii, United States Hawaiian Airlines Full time
Customer Service Manager

Hawaiian Airlines is seeking a highly skilled Customer Service Manager to join our team. As a key member of our operations team, you will be responsible for managing and resolving customer issues related to flight disruptions, ensuring seamless travel experiences for our guests.

Key Responsibilities:
  • Manage and generate instructions for delays, cancellations, and compensation authorization to airport operations and reservations
  • Manage authorization levels within 24-48 hours of flight departure for overbooking, MELs, and equipment changes
  • Monitor flight status system-wide operation to proactively coordinate necessary adjustments and give direction to airport operations and reservations
  • Manage MELs from maintenance for inoperative seats, non-reclining FC seats, lower deck crew module, IFE system, and jumpseats that may impact passengers in the aircraft cabin
  • Direct affected station personnel to execute plan during irregular operations for disrupted passengers
  • Manage Federal Air Marshall requests for ticket and seat changes within the 24 hour period prior to departure
  • Manage the creation of extra sections for all HA flights in the reservation system and open the flight for sale 24/7 based upon displaced passenger needs and TSA requests
  • Manage airport operations with rebooking and E-ticket issues as required during daily operations and irregular operations
  • Create templates in a timely manner to provide accurate and current information for the station, reservations accommodation desk, and various departments throughout the company
  • Provide guidance on customer options to affected stations
  • Advise/direct airport operations to ensure policies and procedures are carried out in the daily operation
  • Offer solutions to ongoing operational issues to improve customer service
  • Support SOCC Managers On Duty with critical Emergency Response checklist items in the event of an accident or incident
  • Coordinate required crew block seats with crew scheduling as necessary
  • Assist airport operations with required seat map adjustments and unseated passenger list processing due to equipment changes
  • Monitor and answer emails in a timely manner
Requirements:
  • High School diploma or equivalent required
  • 3 years of customer service experience where personal interaction/services are performed
  • Ability to work under pressure and within time constraints with all levels of employees with little guidance
  • Ability to make high level decisions independently in a timely manner with emphasis on economics
  • Ability to work with co-workers, employees from other departments, vendors, and OAL
  • Must have demonstrated leadership skills, maintain a positive attitude at all times and strong communication skills
  • Must be able to work flexible hours with shift in a 24 hr operation
  • Must be able to multi task and handle multiple projects simultaneously
  • Must exhibit honesty, mutual respect, and personal integrity
  • Ability to organize the efforts of multiple departments toward a singular outcome or goal
  • Must have knowledge in MS Word, Excel, and Outlook with the ability to learn other forms of software quickly and demonstrate efficiency
  • Must be able to understand and administer bargaining unit contracts

Hawaiian Airlines is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees. If you are passionate about delivering exceptional customer service and have the skills and experience required for this role, we encourage you to apply.