Air Customer Service Agent - REMOTE - US

Spr; Santa Clarita (CA); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player in the cruising sector is seeking a dedicated Air Customer Service Agent to provide exceptional support to guests regarding their air travel arrangements. This role involves addressing inquiries, resolving issues, and ensuring a seamless travel experience. The ideal candidate will thrive in a fast-paced environment, showcasing strong communication skills and attention to detail. Join a team that values compliance, environmental protection, and the well-being of both guests and employees. With opportunities for training and professional development, this position offers a rewarding career path in the travel industry.

Benefits

Cruise and Travel Privileges

Health Benefits

401(k) Plan

Employee Stock Purchase Plan

Tuition Reimbursement

Training and Professional Development

Qualifications

• Proficiency in airline reservation software and computer systems.
• Experience in travel, hospitality, or call centers preferred.

Responsibilities

• Assist guests with air travel inquiries and ticketing activities.
• Resolve issues related to air travel arrangements professionally.

Skills

Customer Service

Communication Skills

Problem Resolution

Attention to Detail

Computer Proficiency

Airline Reservation Software

High-Pressure Situations

Education

Experience in Travel or Hospitality

Experience in High-Volume Call Centers

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Sabre Airline Reservation System

Job description

Air Customer Service Agent - REMOTE - US

3 days ago Be among the first 25 applicants

Job Description
One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation.

Role Overview
We’re looking for an amazing Air Customer Service Agent. The Agent, Air Customer Service is responsible for providing exceptional customer service and support to guests regarding air travel arrangements. This role involves handling inquiries, resolving issues, and ensuring a seamless travel experience for guests. The Agent will work closely with the Air Operations team and other departments to coordinate and manage air travel logistics. The ideal candidate will have strong communication skills, attention to detail, and experience in customer service.

Responsibilities

1. Customer Support

• Assist guests with air travel inquiries, including booking, changes, cancellations, and general information.
• Respond to calls, emails, and voicemails regarding air issues, and relay messages promptly.
• Amend major schedule changes, perform ticketing activities (issuance, refunds, exchanges).
• Track and fix incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.
• Adjust pricing within PNRs to re-price records for additional revenue outside final payment.

1. Issue Resolution

• Address and resolve issues or complaints related to air travel arrangements professionally and timely.

1. Process and Coordination

• Collaborate with the Air Operations team for accurate handling of air logistics.
• Certify all air tickets issued by updating the exception report.
• Assign ancillary services as requested by guests.
• Manage guest entertainment, crew travel, VIP requests, and communicate with port agents, hotels, ground transportation.
• Research air schedules for crew outside of budget.
• Handle last-minute crew changes regarding air accommodations.
• Provide flight re-accommodation and next port protection coverage when needed.
• Communicate effectively to reduce errors and ensure customer satisfaction.

Training Schedule

• Monday to Friday, 8:15 AM – 5:00 PM PT
• Duration: 3–4 weeks

Work Schedule

• Monday to Friday, 8-hour shifts between 6:00 AM – 6:00 PM PT, including a 1-hour lunch and two 15-minute breaks.
• Weekend shifts on Saturday and Sunday, 8-hour shifts between 6:00 AM – 5:00 PM PT.
• No two consecutive days off.

Minimum Requirements

• Proficiency in computer systems and airline reservation software.
• Effective communication skills (verbal and written).
• Experience in travel, hospitality, or high-volume call centers preferred.
• Proficiency in Microsoft Word, Excel, Outlook.
• Knowledge of Sabre airline reservation system.
• Ability to handle high-pressure situations.
• Legal authorization to work in the US; no visa sponsorship available.

Benefits and Compensation

• Cruise and travel privileges for employees and families.
• Health benefits, 401(k), employee stock purchase plan.
• Training and professional development, tuition reimbursement.
• Base salary: $16.35 to $22.07, based on experience and qualifications.

Our Culture

Our top priority is compliance, environmental protection, and the safety and well-being of our guests and employees. Learn more at: Princess Culture & Values. Princess is an equal opportunity employer and provides reasonable accommodations upon request.