Social Care Agent ID - 9850
About the position
The Customer Care Representative II is responsible for resolving tier II customer inquiries and complaints via the company's social media channels or other written communication, upholding Alaska Airlines' social media presence, providing quality assurance and training for the Customer Care team, and working directly with loyalty partners at Alaska Airlines and Horizon Air. As a member of the Customer Care team, this individual contributor role supports process improvement and delivers superior customer service to our guests by offering accurate information and creative resolutions.
Responsibilities
- 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 via the company's social media channels, emails, and letters.
- Identifies opportunities for improvements to templates and processes, executing improvements with management approval.
- Escalates complex cases to Customer Care Specialists that require a higher level of problem resolution.
- Promotes strategic partnerships and online promotions by educating customers about Alaska marketing promotions and program benefits.
- Conveys knowledge to customers of Alaska Airlines' services and products including the Mileage Plan program and alaskaair.com.
- Specializes in DOT Letter Writing, ensuring compliance with Department of Transportation regulations when responding to official complaints.
- Responds to guest comments and inquiries on social media platforms and provides Customer Care and mileage plan assistance as needed.
- Facilitates training classes for new hires and recurrent training for Customer Care staff.
- Works with Bank of America as the liaison, maintaining program records and requirements for Elite members and loyalty members.
Requirements
- A minimum of 2 years of customer service or airline experience.
- A minimum of 1 year of customer care or call center experience.
- Excellent communication skills (e.g., verbal, written, listening).
- 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 maintaining a designated work area within Arizona, Idaho, or Washington state.
- Ability and willingness to work weekends and holidays as needed.
- Employees that perform DOT letter writing responsibilities will be required to pass initial writing evaluations and maintain acceptable audit scores.
- Ability to communicate in English.
- Minimum age of 18.
- Must be authorized to work in the U.S.
- High school diploma or equivalent.
Nice-to-haves
- 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 Alaska Airlines guest facing applications such as alaskaair.com, mobile app, and mobile site.
- Bilingual in Spanish.
Benefits
- Free stand-by travel privileges on Alaska Airlines & Horizon Air.
- Comprehensive well-being programs including medical, dental and vision benefits.
- Generous 401k match program.
- Quarterly and annual bonus plans.
- Generous holiday and paid time off.
