Customer Care Representative

Alaska Airlines, Inc.; SeaTac (WA); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player seeks enthusiastic Customer Care Representatives to join their dynamic team. This role involves resolving guest inquiries and complaints, providing superior service, and promoting marketing benefits. The ideal candidate will possess excellent communication skills, a strong customer service background, and the ability to multitask effectively. With a competitive rewards package and opportunities for professional development, this position offers a chance to make a meaningful impact while enjoying the perks of free stand-by travel. If you're ready to take your career to new heights, this opportunity is perfect for you.

Benefits

Free stand-by travel privileges

Generous 401k match program

Quarterly and annual bonus plans

Generous holiday and paid time off

Qualifications

• 1 year of customer service experience required.
• Proficiency with Microsoft Office applications.
• Ability to communicate in English.

Responsibilities

• Resolve tier I guest inquiries and complaints.
• Handle incoming calls and written correspondence.
• Educate customers about marketing promotions.

Skills

Customer Service

Problem Solving

Multitasking

Communication

Microsoft Office

Typing

Education

High School Diploma or Equivalent

Tools

Internet Applications

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Ready to work for us? Your driver’s license or state-issued ID must be REAL ID compliant to board domestic flights. Learn more.

From our call centers or their homes, contact center and reservations agents handle everything from urgent travel plan changes to mileage plan award travel. Our agents are out-of-the-box thinkers who engage each guest interaction with kindness. 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 you places.

Role Summary

The Customer Care Representative is responsible for resolving tier I guest inquiries, complaints, and requests for assistance at Alaska Airlines and Horizon Air. As a member of the Customer Care team, this individual contributor role delivers superior customer service to our guests by offering accurate information and creative resolutions.

Key Duties

Provides superior customer service to guests of Alaska Airlines and Horizon Air by offering accurate information and creative resolutions to customer inquiries, complaints, and requests for assistance.

Responsible for tier I Customer Care activities:

Handles incoming calls/chats from customers in a prompt and courteous manner.

Handles written correspondence with customers and other departments as needed.

Researches and resolves customer issues, keeping accurate records of interactions.

Escalates complex calls requiring a higher level of problem resolution to Customer Care Representative II or Customer Care Specialists.

Promotes strategic partnerships by educating customers about Alaska Airlines’ marketing promotions and program benefits.

Maintains records of customer complaints and reports that information to the appropriate departments for correction.

Identifies problems critical to website operation and reports them to the Supervisor.

Conveys knowledge to customers of Alaska Airlines’ services and products including the Mileage Plan program and alaskaair.com.

Job-Specific Experience, Education & Skills

Required

A minimum of 1 year of customer service experience.

Familiarity with internet applications (e.g., Chrome, Internet Explorer, Firefox, etc.).

Enthusiastic and willing to play an important role in helping to retain guests of Alaska Airlines and Horizon Air.

Proficiency with Microsoft Office applications (e.g., Word, Excel. PowerPoint, and Outlook).

Typing speed of at least 25 WPM.

Ability to organize and multitask to solve complex administrative challenges.

Ability to navigate diverse challenges while resolving customer concerns.

Ability and willingness to work from home, including:

Must establish and maintain designated work area within Washington state.

Must maintain a dedicated telephone line and high-speed, hard wired internet connection at own expense.

Minimum connection speeds must be met.

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 communicate in English.

Minimum age of 18.

Must be authorized to work in the U.S.

High school diploma or equivalent.

Preferred

Saber/IMAGE and computer experience (Windows environment).

Familiarity with AS policies related to fare and ticketing rules/policies and operational procedures.

Sales and marketing experience.

Knowledge of the workings of the alaskaair.com web site, including content, navigation, interaction with other systems, etc.

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 $20.91/Hr.

The starting wage for this role is specified in the job posting and represents the minimum pay for this position. During training and while working in the office, this will be the applicable rate. After completing training and transitioning to remote work, the wage may be adjusted to align with the local minimum wage of your remote work location (home address). However, the pay will never be lower than the rate listed in the job posting, regardless of local minimum wage requirements.

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.

Free stand-by travel privileges on Alaska Airlines & Horizon Air

Generous 401k match program

Quarterly and annual bonus plans

Generous holiday and paid time off

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

Apply by 7:00 PM Pacific Time on 5/5/2025
Employment Type Full-Time
FLSA Status Non-Exempt
Regular/Temporary Regular
Requisition ID 2025-14397

Regulatory Information
Equal Employment Opportunity Policy Statement
It is the policy of Alaska Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.
We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.
We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.
To implement this policy, we will:
(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;
(2) Ensure that employment decisions are based only on valid job requirements; and
(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.
Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.
Government Contractor & Department of Transportation (DOT) Regulations
Alaska Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Horizon Air and any employment offer will be withdrawn.