Airline Schedule Change Coordinator (Remote Opportunity)

Job description

About the position

Responsibilities
• Answer calls and emails via InContact phone system for schedule change skills assigned
• Utilize all airline computer systems to review PNR's, sell flights, price options, and work queues
• Utilize ALG reservation system to enter comments, send confirmations and update flight changes
• Inform Supervisors of customer issues impacting delivery of end-to-end service
• Provide feedback to Supervisors on escalation issues or feedback on system errors
• Work with other departments as needed to resolve schedule change issues when required
• Work with airline partners via email and phone to confirm or inquire on schedule change options
• Provide assistance via an internal phone queue to team members needing assistance with airline systems
• Meet established metrics
• Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving
• Maintain informational sheets for airline processes and other tracking sheets as needed
• Assist Service Skyteam customers on voluntary and involuntary changes

Requirements
• High school diploma or general education degree (GED); and at least one-year related experience and/or training; or equivalent combination of education and experience
• Experience with an airline system preferred
• Knowledge of MS office
• Experience with internal reservation systems a plus
• Strong understanding of customer service, including customer needs assessment and evaluation of customer satisfaction
• Ability to problem solve, including identifying issues and evaluating options
• Ability to work independently and as part of a team
• Detail oriented
• Active listening skills
• Strong judgement and decision-making skills
• Superior communication skills, both verbal and written

Nice-to-haves
• Experience with internal reservation systems
• Knowledge of airline processes

Benefits
• Travel Perks and Benefits for both ALG Vacations and Hyatt
• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short- & Long-Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match