Job Description
We?re looking for an amazing Agent, Air Customer Service. You?ll be 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 respond to escalated calls. We?re looking for amazing humans across the country for this role. HA Group offers strong… compensation and outstanding benefits including cruise travel. Here?s a summary of what Princess is looking for in its Agent, Air Customer Service. Is this you?
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 behaviours and performance that are aligned with our core values.
Exhibits integrity, fairness and professionalism in everyday conduct.
Any additional duties as assigned by leadership.
Answer phone calls/chats from/to Guests/Travel Agents/Airlines
Work Shipboard Email Inboxes
Help Guests/Travel Agents with Enroute issues
Support and uphold our Culture Essentials
All other duties assigned by management within the scope of this position
Requirements
Experience in the travel and hospitality industry and in a high-volume call center is highly desirable.
Proficient in Microsoft Word, Excel, and Outlook.
Excellent phone and customer service skills.
Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management.
Excellent phone customer service skills
Knowledge of all aspects of the Sabre airline reservation system such as creation of an air booking, ticketing, exchanges, pricing, routing and queue processing
Knowledge of all aspects of the Sabre airline reservations 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. Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
Please note that this position can be 100% fully remote, US Only (please note that Princess Cruise Lines is not setup to hire anyone in the following states: AR, CT, DE, HI, IA, KY, LA, ME, MT, MS, ND, NE, NH, OK, SD, VT, WV, 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
Rewards & Incentives
Base Hourly Range: $15.91 to $21.49. 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 is 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 at: https://www.princess.com/aboutus/culture-framework/. 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 #PCL
