Answer calls and emails via InContact phone system for schedule change skills assigned
Utilize all airline computer systems to review PNR's, sell flights, price options, and work queues
Utilize ALG reservation system to enter comments, send confirmations and update flight changes
Inform Supervisors of customer issues impacting delivery of end-to-end service
Provide feedback to Supervisors on escalation issues or feedback on system errors
Work with other departments as needed to resolve schedule change issues when required
Work with airline partners via email and phone to confirm or inquire on schedule change options
Provide assistance via an internal phone queue to team members needing assistance with airline systems
Meet established metrics
Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving
Maintain informational sheets for airline processes and other tracking sheets as needed
Assist Service Skyteam customers on voluntary and involuntary changes
Requirements
High school diploma or general education degree (GED); and at least one-year related experience and/or training; or equivalent combination of education and experience
Experience with an airline system preferred
Knowledge of MS office
Experience with internal reservation systems a plus
Strong understanding of customer service, including customer needs assessment and evaluation of customer satisfaction
Ability to problem solve, including identifying issues and evaluating options
Ability to work independently and as part of a team
Detail oriented
Active listening skills
Strong judgement and decision-making skills
Superior communication skills, both verbal and written
Nice-to-haves
Experience with internal reservation systems
Knowledge of airline processes
Benefits
Travel Perks and Benefits for both ALG Vacations and Hyatt
Medical, Dental and Vision Insurance
Basic Life Insurance
Short- & Long-Term Disability
Paid Parental Leave
Corporate Wellness Program
Travel Discounts & Deals
Paid Time Off & Holidays
401(k) Plan with Company Match
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