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7 months ago
Hawaiian Airlines
Location: Honolulu, Hawaii
Job type: Contract/Locum
Contact: No Name
Category: Coordinator Jobs
Requisition Number 16-1545
Post Date 8/23/2016
Title Resolution Coordinator
Department Consumer Affairs
City Honolulu
State HI
Part-Time No
Part-Time Weekend No
Description

The Resolution Coordinator plays a key role in maintaining customer loyalty by responding to post-travel customer concerns, questions and requests regarding our service and products.

  • Provide world-class customer care over email and phone
  • Review customer concerns, questions and requests against relevant company policies, as well as contractual and regulatory rules in order to make the best decision in the interest of both the customer and Hawaiian Airlines
  • Work efficiently with other department staff to investigate or resolve customer service situations
  • Have a working knowledge of Hawaiian’s reservations, frequent flier, and accounting systems
  • Have a working knowledge of Hawaiian’s Contract of Carriage, ticketing rules, internal company policies and programs, as well as Department of Transportation rules & regulations
  • Update customer profiles and maintain a thorough record of all customer interactions
  • Maintain daily performance goals
Requirements

Basic Requirements:

  • Experience with resolving issues in a customer service oriented environment
  • Strong writing skills
  • Excellent decision making skills
  • Excellent communication, organization, time management and customer service skills
  • Ability to handle challenging customer issues with patience, professionalism and aloha
  • Basic computer skills
  • Ability to type at least 45 words per minute
  • College degree or equivalent work experience

Preferred Qualification:

  • Previous experience in the airline industry
  • Previous experience as a Reservations or Travel Agent
  • Previous experience in a corporate customer service department or call center environment
  • 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.

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