Customer Service Agent

Role Summary The role of the Customer Service Agent is to create an airline that people love. This is accomplished by engaging guests with care and creating remarkable experiences while assisting with travel needs. As a member of the customer service team at Alaska Airlines, you will respond to guest inquiries and perform various tasks in the lobby check-in, gate, and baggage areas. This is an individual contributor role and a union represented position. Key Duties Greet and assist guests with travel needs (e.g., answering questions, checking-in guests, boarding flights) in a fast-paced environment. Perform iPad, computer, and paperwork tasks. Perform boarding and gate duties (e.g., drive jetbridge for loading and unloading, make gate announcements, assign seats, rebook guests that miss flights, and assist guests with disabilities including pushing wheelchairs). Assist and de-escalate upset guests to provide a positive travel experience. Assist guests whose bags are missing or damaged (e.g., take baggage claims, provide options for repair or replacement, and help locate missing bags). At the direction of management, may be assigned to perform duties of varying capacities to ensure complete guest satisfaction. Additional Details Must have an Enhanced ID/Driver's license or valid Passport at time of hire. Our tattoo policy for this role is the following: No visible tattoos on face, front of neck, or chest. One tattoo the size of a quarter or smaller allowed per hand. Tattoos in other areas cannot be larger than a credit card or offensive. Employees can have one tattoo per arm/leg/foot/back of neck/behind each ear. Tattoos on the back of neck and behind the ears are only permitted if they’re not visible when looking directly at a person. Tattoos may only be covered with a uniform piece or approved jewelry/watch (covering with makeup is not allowed). Day in the Life To tell you more about the role, challenges, and rewards of being an Alaska Customer Service Agent here are some of our incredible Alaska employees. Click the play button on the video below to get started. If you are unable to view the video, click this link:https://alaskahorizoncareers.com/ascsa. Job-Specific Experience, Education & Skills Required A minimum of 6 months of customer service or community service experience. Possess exceptional interpersonal and communication skills (e.g., verbal, written, listening). Must be able to approach guests as they walk through the door with a smile and greeting. Typing speed of at least 25 WPM. Ability to consistently lift 50 lbs. Must be able to push/pull 50 lbs. Must be able to bend, stoop, squat, reach, and grasp. Flexibility to work varied shifts at any time in 24-hour period (e.g., weekends, holidays). Ability to participate in paid training for eight (8) consecutive days. Ability to learn and use an iPad and computerized check-in system. Ability to adapt to performing work according to set procedures. Ability to anticipate needs of others in a fast-paced environment. Ability to be flexible and able to adapt to change in a fast-paced work environment. Ability to work with large diverse groups of people. Must have an Enhanced ID/Driver's license (REAL ID), or valid Passport, or be able to supply compliant document(s) to obtain a SIDA badge through the Port of Seattle at time of hire. Ability to communicate in English. High school diploma or equivalent. Minimum age of 18. Must be authorized to work in the U.S. 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 theSIDA Badge Requirementsdocument 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 $19.98/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.