JOB TITLE: Call Center Virtual Work From Home, Afternoons, Evenings, Weekends Mandatory $13-$15 hourly
DEPARTMENT: Customer Service
WORKER CATEGORY: FULL TIME ONLY
FLSA STATUS: Non-Exempt
POSITION SUMMARY:
Call Center Agents are usually the first contact our customers have with our company.
They are responsible for incoming calls to the reservation center, processing reservations and changes in itinerary, making alternative transportation arrangements in coordination with SOC, and resolving problems.
This is a virtual position.
Must be available weekends.
JOBS THIS POSITION DIRECTLY SUPERVISES:
This position does not supervise others.
KEY RESPONSIBILITIES
Answer calls and make reservations
Handle customer inquiries
Manage and resolve customer issues
Provide customers with flight, route and pricing information
Identify and escalate priority issues
POSITION REQUIREMENTS
Knowledge, Skills & Abilities:
Strong interpersonal skills – ability to communicate in a very concise and effective manner with customers and supervisors
Good listener and able to project a calm, steady demeanor in all interactions
Stress tolerance and resilience
Detail-oriented and self-motivated; able to work and meet deadlines under minimal supervision
Ability to multi-task in an extremely high-paced environment
Ability to work late evenings, weekends and other hours as required by the Call Center schedule
Ability to prioritize and execute with a sense of urgency and preciseness
Ability to work effectively in team environment and individually
Ability to learn, understand and communicate the terms of the company’s Contract of Carriage
Ability to become proficient in various software and reservation systems used
QUALIFICATIONS
Education:
High School Diploma or GED
Miscellaneous Requirements:
Valid driver’s license and reliable Internet service
Computer, phone skills; accurate data entry and typing skills
Proficient with Microsoft Office Suite, specifically Outlook, Word and Excel
Knowledge of customer service principles and practices
Ability to read, write and speak English effectively
Ability to work within a 24/7 operation including holidays
Ability to pass 10-year background check and pre-employment drug screen
At least 18 years of age
Authorized to work in the U.
S.
per the Immigration Act of 1986
A quiet location, free from interruptions, in which to work; hard-wired internet and modem
Must speak Spanish of Japanese
Work Experience:
Prefer prior airline reservations system experience
At least 1 year of call center experience
Mental Requirements:
Level 2 Ability to execute sound decision making in a fast-paced environment.
Level 1 – Requires some concentration and normal attention.
Generally, once the job is learned, the tasks can be performed more or less automatically.
Level 2 – Requires high periods of concentration intermittently and normal attention.
Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.
Level 3 – Requires a high level of concentration and high level of attention intermittently.
Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.
Physical requirements:
Must have sufficient vision and ability to safely perform the essential functions of the position
Must be able to communicate through verbal, written and electronic means
Must have physical dexterity sufficient to perform repetitive tasks and motions
Must be able to work extended hours on the phone and computer
Activity Approximate % of Time
Sitting or standing at a desk
95%
Walking/Standing
5%
Degree of Hand-Eye Coordination Required:
Computer
Varies
Phone
Varies
Photocopier, fax machine, scanner
Varies
Approximate percentage of time incumbent spends in “on-the-job” travel, including commuting to regular work locations: less than 5%
Shift available is for late morning.
mid-day, late evening Eastern Time - Rotational Weekends/Holidays Mandatory
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