Alaska Airlines Jobs | Manager Customer Service II, Eugene

Alaska Airlines

Job Description

This role is responsible for executing on the strategy for their Horizon station. As a people leader, the Customer Service Manager II leads and establishes priorities for the team to champion a superior level of customer service that will delight our guests at the airport. As the manager, you will be responsible for employees to deliver a remarkable guest experience whilst ensuring that the utmost safety standards are upheld..

Benefits and Offers

• Competitive total rewards package

• Medical, dental and vision benefits

• 401k match program

• Monthly incentive pay plan

• Annual incentive pay plan

• Generous paid time off and maternity / child-bonding leave

• Travel privileges on Alaska Airlines & Horizon Air

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Lead team and establish priorities of customer service agents

• Develop people through effective performance management and ongoing feedback, focusing on delegation for stretch assignments, growing and developing the team for capacity and growth, looking at performance across the team, and time management

• Shape culture of team through action, presence, and reinforcement of behaviors

• Serves as primary leader responsible for all aspects of Horizon Air passenger and ground service functions.

• Oversees station operational performance including holding the station accountable to a consistent high level of customer service standards.

• Responsible for monitoring and reporting on the station’s budget

• Maintains safety as the number one priority, and ensures compliance with all operational performance standards, regulations, and processes. As well as assists in determining if current practices pose safety and compliance risks and propose/pursue alternatives.

• Professionally represents Horizon Air in a range of port, civic, and sales related settings.

Job Requirements

• 5 years of experience in customer service.

• 2 years of leadership experience.

• Bachelor’s degree, or an additional two years of training/experience in lieu of this degree.

• Demonstrated leadership skills.

• Excellent written and verbal communication skills.

• Regular and predictable attendance.

• High school diploma or equivalent.

• Minimum age of 18.

• Must be authorized to work in the U.S.

Preferred Qualifications

• Airline Experience

• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).

• In-depth knowledge of station operations, ticketing, passenger service, ground service, airfreight, cost control, budgeting, and labor scheduling

Job Details

Company: Alaska Airlines

Employment Type: Full-Time

Job Location: Eugene, Oregon, USA

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