Advanced Air Careers | Reservations Specialist, Hawthorne, California

Advanced Air

Job Description

AdvanThis position is responsible for providing excellent customer service and maintaining customer transaction accuracy by handling information inquiries, reservations assistance, ticketing, remote passenger check-in and problem resolution for all Advanced Airlines (AA) passengers and potential passengers/guests.

Benefits and Offers

• Year-end Performance Based Bonus based on manager discretion

• 100% paid for health insurance for employees with options of HMO, PPO, HSA, and FSA (Medical, Dental, and Vision);

• 15k life insurance from the company, with the option to opt for more voluntary life insurance;

• Simple IRA match dollar for dollar up to 3% of your annual salary;

• Paid vacation and sick time;

• Discounts with partnering companies;

• Investment opportunities;

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Expert-level proficiency in Videcom VARS and DCS interfaces

• Provide advanced support to Customer Service Agents as needed

• Assist with Videcom software management and staff training; manage all technical aspects of customer reservations

• Provide Videcom support to include fares, inventory, schedules, promotions and reporting for all scheduled routes for Advanced Air and partners as needed

• Respond to customer requests for group/book ticket purchases, including set up in Videcom and processing customer payments

• Act as On Call specialist to assist other Reservations Specialist day to day with after hours or urgent reservations issues

• Participate in regular check-ins with Director of Stations and assist with training, coaching and performance management of CSAs

• Be the communication liaison between CSAs and consultants as needed for software support

• Identify opportunities in booking flow to improve customer experience and increase revenue

• Maintain positive customer relations at all times by using good judgment and the ability to multi-task;

• Greet and provide outstanding service to all AA customers via phone or written communications in a friendly, courteous and professional manner; uphold all customer service standards

• Answer telephone to provide information, resolve problems or complaints, handle refunds and assist with any other reservation changes as needed;

• Provide current and accurate fare, schedule, gate, flight arrival and departure information, as well as answer general inquires both in-person and over the telephone;

• Provide check-in assistance, ticketing changes, re-booking of itineraries and special service requests for passengers;

• Take initiative in day to day assignments and on special projects as assigned by Director of Stations or other management personnel as needed

• Additional duties as requested.

Job Requirements

• Bachelors’ Degree or equivalent industry experience

• Minimum 3 years’ experience with Videcom VARS/DCS software

• Excellent communication, decision-making and problem-solving skills

• 2+ years of customer service experience

• Experience leading a team preferred

• Positive attitude, winning personality, exceptional interpersonal skills

• Passion for people, building relationships with customers and delivering top-notch service

• Excellent time management skills and efficient work pace

• Experience with Microsoft Office products including Outlook, Word and Excel

• Experience with Google Suite including Sheets, Docs, Drive

• Must be 21 years or older

• High School diploma or GED equivalent

• Must have authorization to work in the U.S.

• Expert-level knowledge of Videcom VARS and DCS Software

• Experience in a service or hospitality related environment desired

• Experience in aviation, (commercial, general, or charter) is required

• Be able to create a relationship that builds trust, so a customer feels they have a go-to person for special requests or unique concerns that require extra attention.

• Management of schedules and people: Assist with CSA scheduling, coordinate proactively across departments to ensure pending items are being completed.

• Organizational and Multi-tasking skills: Supervisor must be able to do several things with constant interruptions, prioritizing as required

• Problem solving: Supervisors must use exceptional judgment aligning with Advanced Airlines values and common sense to resolve issues for guests and amongst CSAs

• Recordkeeping: May need to maintain guest records and supervise customers.

Special Requirements

• May be required to obtain a Secured Identification Display Area (SIDA) badge for certain airports.

• Will be required to meet all local airport and TSA requirements if working on site

• Must be able to work flexible hours including evenings, weekends, holidays and overtime, as needed

• Pass FAA Drug and Alcohol testing, background checks and submit to random drug test when required

• Travel may be required for this position, specifically for attending and providing training within the United States

Job Details

Company: Advanced Air

Employment Type: Full-Time

Job Location: Hawthorne, California, USA

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