Experienced Air Customer Service Agent - Remote US - Holland America Group

Join the Holland America Group as an Air Customer Service Agent and Embark on a Rewarding Career

Are you a customer service enthusiast with a passion for the travel industry? Do you have a knack for resolving complex issues and providing top-notch support to guests? Holland America Group, a renowned leader in the cruise and hospitality industry, is seeking an experienced Air Customer Service Agent to join their remote team in the US. As a key member of the customer service team, you will play a vital role in ensuring seamless travel experiences for guests, while enjoying a fulfilling career with a dynamic and global organization.

About Holland America Group

Holland America Group is a family of brands that includes Holland America Line, Princess Cruises, and other travel and hospitality companies. With a rich history spanning over 140 years, the company is committed to providing exceptional travel experiences to its guests. As a valued member of the team, you will be part of a culture that prioritizes compliance, environmental protection, and the health, safety, and well-being of its guests, employees, and the communities it serves.

Key Responsibilities

• Respond to phone calls, chat messages, emails, and voicemails regarding air travel issues, providing timely and accurate solutions to guests and travel agents.
• Manage and amend major schedule changes, perform ticketing activities (issuance, refunds, exchanges, etc.), and ensure accurate documentation.
• Track and resolve incomplete Passenger Name Records (PNR) due to missing TSA data and airfares, and realign pricing within PNR to collect additional revenue.
• Certify air tickets issued for passengers and update the ticket match exception report to ensure compliance.
• Assign ancillary services to guests upon request and process guest entertainment, crew executive travel, and VIP requests.
• Research air schedules booked for crew outside of budget and process last-minute crew changes regarding air accommodations.
• Provide next-port protection coverage (flight re-accommodation) to accommodate passengers when needed, ensuring minimal disruptions to their travel plans.
• Communicate effectively with customers, coworkers, and management to reduce communication-related errors and drive customer satisfaction.
• Demonstrate commitment to the company's core values and Culture Essentials, exhibiting integrity, fairness, and professionalism in everyday conduct.
• Perform additional duties as assigned by leadership, supporting the team and driving business success.

Requirements and Qualifications

To excel as an Air Customer Service Agent at Holland America Group, you should possess:

Essential Qualifications

• Experience in the travel and hospitality industry, preferably in a high-volume call center environment.
• Proficiency in Microsoft Word, Excel, and Outlook, with the ability to learn and adapt to new software systems.
• Excellent phone and customer service skills, with a strong ability to communicate effectively (verbally and written) with diverse stakeholders.
• Knowledge of the Sabre airline reservation system, including creation of air bookings, ticketing, exchanges, pricing, routing, and queue processing.
• Legal authorization to work in the United States, with Holland America Group unable to sponsor or take over sponsorship of employment visas at this time.

Preferred Qualifications

• Previous experience with cruise or travel companies, or a related industry.
• Familiarity with airline ticketing systems and procedures.
• Strong analytical and problem-solving skills, with the ability to resolve complex issues efficiently.

What You Can Expect

As a valued member of the Holland America Group team, you can expect:

• Cruise and travel privileges for you and your family, allowing you to explore new destinations and enjoy exclusive travel benefits.
• Comprehensive health benefits, ensuring your well-being and that of your loved ones.
• A 401(k) plan, helping you plan for a secure financial future.
• An Employee Stock Purchase Plan, allowing you to invest in the company's success.
• Training and professional development opportunities, enabling you to grow and develop your skills.
• Tuition and professional certification reimbursement, supporting your ongoing education and career advancement.
• Rewards and incentives, recognizing your hard work and dedication to delivering exceptional customer service.
• A competitive base hourly range of $15.91 to $21.49, depending on your qualifications and experience.

Our Culture: Stronger Together

At Holland America Group, our culture is built on a foundation of core values, Culture Essentials, and a commitment to compliance, environmental protection, and the health, safety, and well-being of our guests, employees, and the communities we serve. We are an equal opportunity employer, dedicated to fostering a diverse and inclusive work environment that values individual perspectives and contributions.

To learn more about our Culture Essentials, Corporate Vision Statement, and Core Values, please visit our website: https://www.princess.com/aboutus/culture-framework/

Americans with Disabilities Act (ADA)

Holland America Group is committed to providing reasonable accommodations throughout the application process, as required to comply with applicable laws. If you have a disability and require assistance, please contact [email protected]

Join Our Team

If you are a customer service professional with a passion for delivering exceptional experiences, we invite you to join our team as an Air Customer Service Agent. With a dynamic and global organization, a competitive compensation package, and opportunities for growth and development, this is a unique chance to embark on a rewarding career with Holland America Group. Apply now and become part of our team!