Lead Air Customer Services Agent – Remote US

Job Description
Princess Cruises, Holland America Line, Seabourn and P&O Cruises Australia, united as Holland America Group, offering world-renown vacations at sea to travelers around the globe, are building a dynamic, unified organization to serve its highly experienced teams in both our corporate offices and on board our ships.

We’re looking for an amazing Lead Agent, Air Customer Service to fill this role, which is located in our Santa Clarita office. You’ll be responsible for supporting Guest Travel by assisting in monitoring phone volume, ensuring queues are worked on a daily basis, and problem solving with escalated calls. The position will work closely with the Supervisors during weekend operations to ensure phone coverage and queue/report production is complete.

Here’s a summary of what Holland America Group is looking for in its Lead Agent, Air Customer Service. Is this you?

Responsibilities

Monitors phone status to ensure agents are available to take calls depending on volume. Verifies all skillsets are covered appropriately and adjust as needed to ensure proper phone coverage
Assists the department with weekend coverage coordination. Ensure agents are available to take calls, and work secondary duties depending on call volume.
Monitors queues to ensure productivity of critical queues and work with Supervisor when agents need to be reassigned daily tasks as needed.
Monitors Shipboard and Family assistance inboxes to ensure emails are being actioned on a timely manner.
Must be available to work at least one weekend day per week
Handles escalated calls as the first point of contact. Work with Supervisor to find positive resolutions in a professional manner.
Communicates effectively with agents, Supervisors, co-workers, and management to reduce communication-related work errors.
Provides cross-function in all areas of Guest travel as needed, ensuring that overall department needs are met when coverage is needed.
Treats Guests, Travel Professionals, and co-workers with courtesy, professionalism and sensitivity in accordance with C.R.U.I.S.E. principles.
Consistently delivers on commitments to external and internal customers to drive customer satisfaction.
Responds to messages and requests promptly and professionally. Uses sound judgment to maintain confidentiality.
Commits to continuously improving job performance; actively seeks opportunities for growth and accepts constructive criticism.
Lead will review PNR’s for accuracy
Pays attention to detail and reviews work for accuracy and thoroughness.
Adheres to established priorities to complete work by given deadlines.
Follows up on escalated phone calls with Supervisor to determine appropriate coaching
Follows instructions and directives to achieve desired outcomes.
Brings critical information and issues to management’s attention before they affect productivity.
Demonstrates commitment through behaviors and performance that are aligned with our core values.
Exhibits integrity, fairness and professionalism in everyday conduct.
Earns trust by following through on commitments and accepting accountability for actions.
Contributes to a positive work environment by exemplifying The Consummate Host principle.
Ensures compliance with all legal and legislative regulations that pertain to the job, including Company and department-specific policies.
Follows all Company and department-specific policies and procedures during daily operations of the job.
Alerts management to any potential compliance violations in job duties.
Any additional duties as assigned by leadership.
Requirements

This job requires a level of knowledge equivalent to that which would be acquired through the completion of high school or equivalent certification OR any combination of experience, training, or education.
Ability to communicate effectively (verbally and written) with guests, shoreside and shipboard colleagues in other departments, and management.
2-5 years of related experience in a travel agency, airline or wholesale travel agency preferred.
Excellent phone customer service skills
Knowledge of all aspects of the Sabre airline reservation system such as creation of an air booking, ticketing, exchanges, pricing, routing and queue processing
Microsoft Office including EXCEL
Polar Online
Must be legally authorized to work in the United States. Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
What You Can Expect

Cruise and Travel Privileges for You and Your Family
Health Benefits
401(k)
Employee Stock Purchase Plan
Training & Professional Development
Tuition & Professional Certification Reimbursement
Rewards & Incentives
Base Hourly Range: $18.32 to $24.71. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates’ qualifications and experience uniquely.
Our Culture… Stronger Together