Air Customer Service Agent - Remote (US)

Join the Holland America Group as an Air Customer Service Agent and provide exceptional support to our guests! This fully remote role offers a fantastic opportunity to work with a dynamic team, assisting with air travel needs and contributing to a seamless travel experience. We're seeking enthusiastic and customer-focused individuals to join our growing team across the United States. Enjoy a competitive salary, comprehensive benefits including cruise travel privileges, and a supportive work environment.

Responsibilities:

• Respond to guest inquiries via phone, chat, email, and voicemail regarding air travel issues, providing accurate and timely information.
• Manage and resolve air travel-related requests, including schedule changes, ticketing (issuance, refunds, exchanges), and PNR maintenance.
• Proactively identify and resolve incomplete PNRs, ensuring accurate passenger data and fare pricing.
• Process ancillary service requests and provide support for crew, VIP, and entertainment travel needs.
• Provide next-port protection coverage and assist with last-minute crew changes related to air accommodations.
• Effectively communicate with customers, colleagues, and management to ensure efficient issue resolution and customer satisfaction.
• Maintain a strong commitment to customer satisfaction and embody our core values of integrity, fairness, and professionalism.
• Perform other duties as assigned by leadership.
• Manage Shipboard email inboxes and assist guests and travel agents with enroute issues.
• Support and uphold our Culture Essentials.

Requirements:

• Prior experience in travel, hospitality, or a high-volume call center environment is highly desirable.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Excellent phone and customer service skills.
• Strong written and verbal communication skills.
• Solid knowledge of Sabre airline reservation system (booking, ticketing, exchanges, pricing, routing, queue processing).
• Must be legally authorized to work in the United States.

What We Offer:

• Cruise and Travel Privileges for you and your family
• Comprehensive Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development Opportunities
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Hourly Range: $15.91 - $21.49 (Salary commensurate with experience)

Our Culture: We prioritize compliance, environmental protection, and the health, safety, and well-being of our guests, employees, and communities. We are an equal opportunity employer and value diversity at all levels.

Don't hesitate, apply today! We value a positive attitude and willingness to learn.