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Agent, Tour Services (seasonal) -- Seattle Office


General Summary

The job’s primary purpose and overall scope of responsibility.

Performs a variety of moderately difficult customer service tasks.  Applies knowledge of Alaska brands (PCL, HAL, SBN & HAP) products, services, and policies to evaluate customer’s needs, provide information, and resolve complaints. Provides administrative, technical, and organizational support for Service related projects on weekly and monthly basis.  Assists with multiple brand customer service issues, as well as supporting field management when dealing with service related queries.

Principal Duties and Responsibilities

The job’s most essential functions and responsibilities.

  • Works under moderate supervision to provide customer service troubleshooting and resolution. 
  • Applies knowledge of Alaska products, services, and policies to evaluate customer’s needs, provide information, and resolve complaints.
  • Design, create and conduct presentations on various Alaska topics.
  • Assist with analysis and preparation of monthly guest service scores. 
  • Assist with Alaska Service Certificate tracking.
  • Review Guest Advisory trends and ensure guest bookings are noted appropriately.
  • Assists customers, employees, and management and responds to queries.

Job Requirements

The level of education, experience, specialized knowledge or skills necessary to perform the duties of the job.

  • This job normally requires a level of knowledge in customer service equivalent to that which would be acquired through the completion of high school or equivalent certification.  Demonstration of directly related work experience, which has provided an equivalent breadth, and depth of knowledge may be considered in lieu of the educational requirement.
  • Proficiency in the use of computer business applications, with working knowledge of computerized reservations systems.
  • Ability to communicate clearly, verbal and written, with customers, management, and employees.
  • Ability to evaluate customers’ needs and respond to questions while working in a team or group environment.
  • This job normally requires one year of experience in positions involving customer service. Public speaking experience is preferred. 

Physical Demands & Environment

The physical demands and environment in performance of the essential functions of this job.

  • While performing the duties of this job, the employee is frequently required to use hands and fingers to handle or feel, to use a computer to research and enter information, to talk on the telephone.(As per Lttn smpl.)
  • The work is performed in a typical hotel environment during Company established work hours and workdays.  The shift schedule may vary and overtime work may be required according to business needs.

Disclaimer

The information on this job description indicates only the general nature and level of work performed by personnel assigned to this job.  It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required of personnel so classified.  


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