Jobs at Alaska Airlines & Horizon Air

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Job Information

Alaska Airlines Customer Service Agent - Central Baggage (Warehouse & Call Center) in Seattle, Washington

Company Alaska Airlines

Starting Rate

USD $18.49/Hr.

The Team

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take your places.

Role Summary

The Customer Service Agent (CSA) is responsible for assisting customers with baggage issues at Alaska Airlines (AS). As a member of the Central Baggage Service team, the CSA supports delayed baggage recovery, resolution of damaged baggage, missing contents and left on board items.

Key Duties

  • Researches, resolves and assists customers with baggage issues.

  • Provides superior customer service by offering accurate information and creative resolutions to customer inquiries, complaints, and requests for assistance.

  • Maintains records of customer interactions and problems and reports that information to the appropriate areas for correction.

  • Handles customer questions, complaints, and inquiries promptly via call, chat and written correspondence with the highest degree of courtesy and professionalism to resolve issues.

  • Supports internal customers (airport Customer Service Agents, Customer Care Representatives, Reservations Agents, other airline counterparts, etc.) with baggage-related issues.

  • Operates within a variety of complex computerized systems to assist guests and daily operations.

  • Conveys knowledge to customers of Alaska Airlines baggage policies.

  • Performs other/related duties as assigned or as the situation dictates.

Job-Specific Experience, Education & Skills

Required

  • A minimum of 1 year of customer service experience.

  • Typing speed of at least 25 WPM.

  • Excellent customer service skills (e.g., verbal, written, listening).

  • Ability to be sympathetic and helpful to guests who have lost their belongings.

  • Detail-oriented and highly organized, with the ability to multi-task in a fast-paced environment.

  • Enthusiastic and willing to participate in playing an important role in helping to retain Alaska Airlines customers.

  • Ability and willingness to work from home, including:

  • Must establish and maintain designated work area within the state of Washington.

  • Must maintain at your own expense a dedicated telephone line and high-speed, hard wired internet connection.

  • Minimum connection speeds must be met.

  • In-office time is required for initial training as well as periodically thereafter.

  • Ability to work in an office and warehouse environment.

  • Ability and willingness to work weekends and holidays as needed.

  • Ability to routinely lift 50lb over head without assistance.

  • Ability to work at a computer for 10+ hours per day.

  • Ability to occasionally move items up to 100lbs.

  • Proficiency with Microsoft Office applications (e.g., Word, Excel. PowerPoint, and Outlook).

  • Familiarity with internet applications (e.g., Chrome, Internet Explorer, Firefox, etc.).

  • Minimum age of 18.

  • Must be authorized to work in the U.S.

  • High school diploma or equivalent.

Preferred

  • Sabre/IMAGE and computer experience (Windows environment).

  • Familiarity with AS policies related to baggage rules, baggage fees and operational procedures surrounding baggage.

  • NetTracer/Baggage experience.

  • Knowledge of the workings of the alaskaair.com web site, including content, navigation, interaction with other systems, etc.

  • Bilingual in Spanish.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

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.

  • Medical, dental and vision benefits

  • 401k program with a company match up to 6%

  • Monthly incentive pay plan up to $150 per month

  • Annual incentive pay plan with a target 5% payout of annual earnings

  • Generous paid time off

  • Unlimited standby travel benefits on Alaska Airlines & Horizon Air

FLSA Status Non-Exempt
Employment Type Full-Time
Regular/Temporary Regular
Apply by 7:00 PM Pacific Time on 8/8/2022
Location Seattle
Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. If you’d like to view a copy of our affirmative action plans, please fill out an AAP Inspection Request Form .
People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.
I: Y - FLS
Requisition Type Frontline
Job Locations USA-WA-Seattle
Requisition ID 2022-8793
Category Contact (Call) Center

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