Customer Service Manager
3 weeks ago
Hawaiian Airlines is seeking a highly skilled Customer Service Manager to join our team. As a key member of our customer service team, you will be responsible for monitoring and resolving customer issues due to flight disruptions, overseeing connecting passengers, and coordinating resolution of issues across locations and carriers.
Key Responsibilities:- Monitor flight status system-wide operation to proactively coordinate necessary adjustments and give direction to airport operations and reservations.
- Generate instructions for delays, diversions, cancellations, and compensation authorization to airport operations and reservations.
- Assist with modified 15Below notifications for irregular operations.
- Coordinate recommendations for disrupted passengers with airport operations during irregular operations.
- Pursue seat availability on OAL due to irregular operations.
- Assist OAL inquiries with seat availability and notify affected stations.
- Assist airport operations to ensure policies and procedures are carried out in the daily operation.
- Offer solutions to ongoing operational issues to improve customer service.
- Process Federal Air Marshall requests for ticket and seat changes within the 24-hour period prior to departure.
- Create extra section flights in the reservation system and open the flight for sale.
- Monitor authorization levels and passenger bookings within 24 hours of flight departure for overbooking and equipment changes and take appropriate action to remediate.
- Monitor inoperable passenger service items on operating aircraft and make necessary blocks for current and future flights.
- Assist airport operations with rebooking and E-ticket issues as required.
- Support MODs with critical Emergency Response checklist items (flight lock-out and passenger manifest) in the event of an accident or incident.
- Coordinate required crew block seats with crew scheduling as necessary.
- Assist stations with seat map adjustments and unseated passenger list processing due to equipment changes.
- High School diploma or equivalent required, college degree preferred.
- Must possess 5 years airline customer service experience where personal interaction/services are performed.
- Must know host reservation system entries for booking flights, ticketing issues, delays, etc.
- Ability to work under pressure with all levels of employees.
- Ability to make decisions quickly with emphasis on economics.
- Must demonstrate leadership skills and maintain a positive attitude at all times.
- Must exhibit honesty, mutual respect, and personal integrity.
- Ability to organize the efforts of multiple departments towards a singular outcome or goal.
- Must have knowledge in MS Word and Excel, operate a computer.
- Ability to handle multiple projects simultaneously.
- Must be able to work flexible hours with shift in a 24-hour operation.
- Must be able to understand and administer bargaining unit contracts.
- Must be familiar with operations dealing with Customs, Immigration, and quarantine.
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, please submit your application.
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