Air Customer Service Agent

One of the best-known names in cruising, Princess is the world's leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation. We're looking for an amazing Air Customer Service Agent. The Air Customer Service Agents are responsible for working with teams across Holland America Group while providing support for Guest Travel by assisting in monitoring phone volume, ensuring queues are worked on a daily basis and responding to escalated calls. Here's a summary of what Princess is looking for in its Air Customer Service Agent.

Responsibilities:

• Answer phone calls/chat messages in regard to air issues, responds to e-mails and voicemails, and relays messages accurately and promptly.
• Amend major schedule changes, perform ticketing activities (issuance, refunds, exchanges, etc.)
• Track and fix incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.
• Realign pricing within PNR to have records re-priced in order to collect additional money outside final payment.
• Certify all air tickets issued for passengers taking a flight by updating the ticket match exception report.
• Assign ancillary services to guests when requested.
• Process guest entertainment, crew executive travel, VIP requests and provide down line communication to port agents, hotels and ground transportation.
• Research air schedules booked for crew outside of budget.
• Process last minute crew changes in regards to air accommodations.
• Provide next port protection coverage (flight re-accommodation) to accommodate passengers when needed.
• Communicate effectively with customers, co-workers and management to reduce communication-related work errors.
• Consistently deliver on commitments to external and internal customers to drive customer satisfaction.
• Demonstrates commitment through behaviors and performance that are aligned with our core values.
• Exhibits integrity, fairness and professionalism in every day conduct.

Training Schedule:

• Monday to Friday, 8:15 AM 5:00 PM PT
• Duration: 8 weeks

Work Schedule:

• Tuesday to Friday: 8-hour shifts between 9:15 AM 6:00 PM PT
• Includes a 45-min lunch break and two 15-minute breaks
• Will work holidays

Requirements:

• The incumbent will need to have air guest agent oversight, customer service, quality assurance skills and compliance and be aligned with our core values and culture.
• Operational Decision Making: Decisions focus on day-to-day activities within the company. Decisions made at this level help to ensure daily activities proceed smoothly and therefore help to move the company toward reaching a strategic goal. They have short term consequences.
• Standard Decision Making: These decisions are those that are repetitive decisions on a recurring basis and are commonly related to daily activities. They are relatively simple, relying on historical data and previous solutions.
• Proficient in Microsoft Word, Excel and Outlook.
• Excellent phone and customer services skills.
• Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management.
• Knowledge of all aspects of the Sabre airline reservation system such as creation of an air booking, ticketing, exchanges, pricing, routing and queue processing.
• Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
• This position is 100% fully remote, US only. (Please note we are not set up for remote work in AR, CT, DE, HI, IA, KY, LA, ME, MS, MT, NE, NH, ND, OK, SD, VT, WA, WV and WY.)

What You Can Expect:

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Base Salary Range: $16.35 to $22.07. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture Stronger Together

Our highest responsibility and top priority are compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values.

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA) Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com.