Are you ready to take your career to new heights? Join Southern Airways, the biggest little airline in the industry, and be part of a dynamic, fast-paced environment where your excellent customer service skills will shine! As a wholly-owned subsidiary of Surf Air Mobility, we provide route services throughout the contiguous United States and the Hawaiian Islands.
Our company mantra, "Every Passenger, Every Day, Every Flight," is at the heart of everything we do. By joining our team, youll have the opportunity to make a real difference in peoples lives while contributing to our mission of providing exceptional service and prioritizing passenger safety.
Southern Airways is experiencing tremendous growth, offering endless opportunities for learning and career advancement. Whether youre new to the airline industry or looking to enhance your skills, youll receive comprehensive training and support to excel in your role.
Put your talents to work and join the Southern Airways team today! Be part of the biggest little airline where every passenger, every day, and every flight matters – and so do you!
JOB TITLE: Call Center Agent
DEPARTMENT: Customer Service
POSITION SUMMARY:
Call Center Agents are usually the first contact our customers have with our company. They are responsible to 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.
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
QualificationsEducation:
- 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
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 computerActivity Approximate of TimeSitting or standing at a desk95Walking/Standing5
Degree of Hand Eye Coordination Required:ComputerVariesPhoneVariesPhotocopier, fax machine, scannerVaries
Approximate percentage of time incumbent spends in “on-the-job” travel, including commuting to regular work locations: less than 5
Benefits:
Competitive Salary: Attractive compensation package based on experience.
Retirement Plans: Employees can enroll in our company’s 401k plan.
Holidays: After completion of your probationary period, eligible for paid holidays throughout the calendar year.
Employee Discounts: After completion of your probationary period, you can access the My ID Travel program, which allows members of your immediate family to participate as well. This program provides travel privileges, including:
- Flight tickets at significant discount, employee and family members can fly our planes
(standby space available)
- Discounts on hotels and resorts
- Car rentals at reduced rates
- Discounted cruises
Southern Airways Corporation is an EEO/AAP employer and as such all qualified applications will receive consideration for employment without regard to their protected veteran status, race, color, religion, sex, sexual orientation, gender identity, or national origin - and will not be discriminated against on the basis of gender, race, or disability.