Airline Support Specialist -Honolulu, Hawaii

RiseMe; Honolulu (HI); On-site; USD 28,000 - 36,000; Full time

Job summary

Accommodations Plus International is seeking an Airline Support Specialist to be onsite with our airline partner. You will process hotel and ground transportation reservations and foster strong relationships with the partner while delivering professional, courteous service to customers.

This full-time role offers a 4-day, 10-hour shift schedule, including mornings, evenings, weekends and holidays. You will use reservation systems (ACES, Hotel Express, IHRS) and communicate clearly, both in

Qualifications

• Customer service experience is essential.
• Strong written and verbal communication skills.
• Ability to work in a fast-paced environment and multi-task.
• Flexible schedule including weekends and holidays.
• Spanish is a plus.

Responsibilities

• Serve as on-site liaison with the airline partner and provide support and training.
• Process hotel and ground transportation requests via reservation systems.
• Follow up on client requests to ensure satisfaction and timely completion.
• Negotiate with vendors to achieve best outcomes for the client and API.
• Maintain knowledge of call center methodologies and reservation tools.

Skills

Customer service

Written communication

Interpersonal skills

Multitasking

Flexible schedule

Spanish (plus)

Tools

ACES

Hotel Express

IHRS

GDS systems

Job description

The Airline Support Specialist supports our airline partner onsite at their office location. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.

Position Type and Expected Hours of Work

This is a full-time position requiring a flexible schedule to meet business needs. Employees are expected to be available to work a 4-day, 10-hour shift schedule, which may include morning, evening, and overnight shifts, as well as weekends and holidays.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Total customer service to include but not limited to the following:

• Serve as API's on-site liaison with the airline partner, providing support, guidance and training.
• Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed.
• Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
• Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
• Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
• Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.
• Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.
• Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving "On Call" when needed outside of regular working hours.
• Learn and maintain knowledge of API's call center work methodology and reservation systems to best serve API's clients in the most efficient and professional manner.
• Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

Competencies

• Knowledge of airline crew scheduling is a strong plus.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
• Excellent Interpersonal skills.
• Able to work in a fast paced environment.
• Great telephone etiquette.
• Excellent writing skills.
• Excellent computer skills.
• Ability to multi task and prioritize.
• Detail oriented with great organizational skills.
• Flexible work schedule including availability to work weekends and holidays.
• Able to work overtime if needed.
• Second language, preferrable Spanishis a plus.

Required Experience

• Ability to positively present API in customer facing situations.
• Customer service background is a plus.
• Airline/Hotel/Travel experience is a plus.

Compensation

The good faith compensation rate for this position is $23.00 per hour.

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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