Remote Hawaii Based Call Center Agent – Work From Home

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Hawaii Based Call Center Agent – Work From Home
Full Time / Clerical
Requisition ID: 1163Apply

JOB TITLE: Call Center Virtual Work From Home, Weekends Mandatory

DEPARTMENT: Customer Service

FLSA STATUS: Non-Exempt

WORKER CATEGORY: Full Time

SHIFT:  3:30PM – 12AM Hawaiian Time Zone

POSITION SUMMARY:

Call Center Agents are usually the first contact our customers have with our company. They are responsible for incoming calls to the reservation center, processing reservations and changes in itinerary, making alternative transportation arrangements in coordination with SOC, and resolving problems. This is a virtual position. Must be available weekends.

Did we mention that the incumbent will be eligible for flight benefits, wiki cargo benefits, and medical/dental/vision insurance?

JOBS THIS POSITION DIRECTLY SUPERVISES:

This position does not supervise others.

KEY RESPONSIBILITIES

Answer calls and makes reservations
Handle customer inquiries
Manage and resolve customer issues
Provide customers with flight, route, and pricing information
Identify and escalate priority issues

POSITION REQUIREMENTS 
Knowledge, Skills & Abilities:
Strong interpersonal skills – ability to communicate in a very concise and effective manner with customers and supervisors
Good listener and able to project a calm, steady demeanor in all interactions
Stress tolerance and resilience
Detail-oriented and self-motivated; able to work and meet deadlines under minimal supervision
Ability to multi-task in an extremely high-paced environment
Ability to work late evenings, weekends, and other hours as required by the Call Center schedule
Ability to prioritize and execute with a sense of urgency and preciseness
Ability to work effectively in a team environment and individually
Ability to learn, understand and communicate the terms of the company’s Contract of Carriage
Ability to become proficient in various software and reservation systems used

QUALIFICATIONS
Education:

High School Diploma or GED

Miscellaneous Requirements:

Valid driver’s license and reliable Internet service
Computer, phone skills; accurate data entry and typing skills
Proficient with Microsoft Office Suite, specifically Outlook, Word, and Excel
Knowledge of customer service principles and practices
Ability to read, write and speak English effectively
Ability to work within a 24/7 operation including holidays
Ability to pass a 10-year background check and pre-employment drug screen
At least 18 years of age
Authorized to work in the U.S. per the Immigration Act of 1986
A quiet location, free from interruptions, in which to work; hard-wired internet and mode.

Work Experience:

Prefer prior airline reservations system experience
At least 1 year of call center experience

Mental Requirements: 

Level 2 –  Ability to execute sound decision-making in a fast-paced environment.

Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.
Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.
Level 3 – Requires a high level of concentration and a high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical requirements:

Must have sufficient vision and ability to safely perform the essential functions of the position
Must be able to communicate through verbal, written, and electronic means
Must have physical dexterity sufficient to perform repetitive tasks and motions
Must be able to work extended hours on the phone and computer

Activity Approximate % of Time
Sitting or standing at a desk
95%
Walking/Standing
5%

Degree of Hand-Eye Coordination Required:
Computer
Varies

Phone
Varies

Photocopier, fax machine, scanner
Varies

Approximate percentage of time incumbent spends in “on-the-job” travel, including commuting to regular work locations: less than 5%

Shifts available afternoon, evening, overnight Hawaiian Time Zone, Weekends Mandatory