Customer Service Agent - Central Baggage (Warehouse & Call Center)

Company Alaska Airlines

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

• Performs other/related duties as assigned or as the situation dictates.
• Supports internal customers (airport Customer Service Agents, Customer Care Representatives, Reservations Agents, other airline counterparts, etc.) with baggage-related issues.
• Maintains records of customer interactions and problems and reports that information to the appropriate areas for correction.
• Researches, resolves and assists customers with baggage issues.
• Handles customer questions, complaints, and inquiries promptly via call, chat and written correspondence with the highest degree of courtesy and professionalism to resolve issues.
• Conveys knowledge to customers of Alaska Airlines baggage policies.
• Provides superior customer service by offering accurate information and creative resolutions to customer inquiries, complaints, and requests for assistance.
• Operates within a variety of complex computerized systems to assist guests and daily operations.

Job-Specific Experience, Education & Skills

Required

• Typing speed of at least 25 WPM.
• A minimum of 1 year of customer service experience.
• 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:
• Excellent customer service skills (e.g., verbal, written, listening).
• Detail-oriented and highly organized, with the ability to multi-task in a fast-paced environment.
• Ability to be sympathetic and helpful to guests who have lost their belongings.

• 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.

• Ability to occasionally move items up to 100lbs.
• Ability to work at a computer for 10+ hours per day.
• Ability to routinely lift 50lb over head without assistance.
• Minimum age of 18.
• In-office time is required for initial training as well as periodically thereafter.
• Ability and willingness to work weekends and holidays as needed.
• Ability to work in an office and warehouse environment.
• High school diploma or equivalent.
• Proficiency with Microsoft Office applications (e.g., Word, Excel. PowerPoint, and Outlook).
• Familiarity with internet applications (e.g., Chrome, Internet Explorer, Firefox, etc.).
• Must be authorized to work in the U.S.

Preferred

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

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 $18.96/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.

• Generous holiday and paid time off
• Quarterly and annual bonus plans
• Generous 401k match program
• Comprehensive well-being programs including medical, dental and vision benefits
• Free stand-by travel privileges on Alaska Airlines & Horizon Air

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

Apply by 7:00 PM Pacific Time on 8/21/2023

Employment Type Full-Time

FLSA Status Non-Exempt

Regular/Temporary Regular

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. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.