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2 months ago
Hawaiian Airlines
Location: Honolulu, Hawaii
Job type: Permanent
Sector: Operations
Category: Coordinator Jobs
Key Responsibilities

* Investigate and respond to customer concerns/issues within specified time frames

* Decision Making/Case Evaluation - Evaluate customer concern/issue against relevant HA policies and procedures, Contract of Carriage, Customer First, Federal Air Regulations (FARs), and U.S. Department of Transportation Regulations and Standards resulting
in an appropriate resolution decision that is both fair and impartial. Balancing customer satisfaction and departmental/company budgetary restraints to reach an appropriate compensation decision to ensure positive return on investment and goodwill from the
customer.
* Compose response with investigative findings, all the while, careful not to incriminate HA. Professional response includes an explanation, troubleshooting, and form of resolution of customer issues related to billing, web fares, ticketing problems, customer
service, flight/schedule disruptions, and company policies and procedures while supporting business processes and practices designed to promote productivity, profitability, and customer satisfaction, thus retaining/regaining customer confidence in HA which
encourages return business.
* Accurately code each customer concern/issue as it is conveyed by the customer and as it is documented by Hawaiian Airlines so reports can be generated to help us identify and track recurrent concerns/issues

* Possess a technical working knowledge of various HA computer systems to support investigations (i.e. Sabre, RevTrack, PDI, ACS, Planitas, HA Intranet)

* Possess comprehensive knowledge of our tariffs, Contract of Carriage, Customer First, FARs, and U.S. Department of Transportation Regulations and Standards in support of investigations

* Work with all departments to investigate and resolve customer concerns/issues

* Interact with different levels within the company to resolve customer service situations, to notify of recurrent problem areas within our system operations, and assist in formulating solutions to eliminate recurrent issues

* Respond to internal and external telephone calls providing instructions, explanations and answers to various inquiries

* Determine and document appropriate compensation for customer concerns/issues

* Issue hardcopy and electronic Transportation Credit Orders (TCO’s)

* Assist in researching materials as dictated in subpoenas, small claims, and insurable claims and other private/government documents that are time sensitive.

* Professional development and other duties as assigned

Requirements

Minimum Requirements

* High School Diploma or equivalent education
* Experience with SABRE or similar reservation systems
* Professional written and spoken etiquette and the ability to effectively handling disgruntled customers and/or their representatives

* Strong analytical and investigative skills for researching and evaluating data

* Excellent verbal and written communication skills
* Strong organizational, time management skills and detail-oriented
* Basic-level Microsoft Excel, Word
* Intermediate-level Microsoft Outlook or equivalent email client
* Other duties as assigned

Preferred Qualifications

* Experience in the airline industry
* Experience with airline tariffs, Contracts of Carriage, the Air Carrier Access Act (ACAA) and FARs

* Experience with reservations, customer service and other relevant airline programs and processes

* Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
* Please view Equal Employment Opportunity Posters provided by OFCCP
here.
* The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access
to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure
is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41
CFR 60-1.35(c)

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