Reservations Sales Agent (work from home Idaho)

From our call centers or their homes, contact center and reservations agents handle everything from urgent travel plan changes to mileage plan award travel. Our agents are out-of-the-box thinkers who engage each guest interaction with kindness. We want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

The Reservations Sales Agent (RSA) is responsible for assisting guests with information regarding fares, flight schedules, routings and policies at Alaska Airlines (AS), Hawaiian Airlines (HA), Horizon Air (QX), Sky West (OO) and our Alliance partners. As a member of the reservations team, this individual contributor role verifies availability of space, confirms reservations and makes appropriate changes to reservations and tickets. This is a work at home, union represented position.

• Perform a variety of guest service functions via multiple channels including:
  • Answer incoming inquiries and match the features and benefits of Alaska Airlines and Hawaiian Airlines to the needs of the guest.
  • Answer guests’ inquiries regarding all aspects of their travel on Alaska Airlines, Hawaiian Airlines, and on Horizon Air or on our travel partners.
  • Make new reservations and change existing reservations on scheduled domestic and international flights, administer refunds, and handle flight recovery.
  • Assist guests with technical website and mobile navigation needs.
• Handle guests’ questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve issues with first interaction resolution.
• Operate within a variety of complex computerized systems to assist guests and daily operations.
• Proactively create a positive service-oriented environment for guests.

Required

• 2 years of customer service or community service experience.
• Must reside and work from a remote home office within the state designated in the posting at or before the time of application. Some in-office time is required for initial training.
• Exceptional interpersonal skills, including a professional and pleasant phone demeanor, clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation.
• Excellent communication skills (e.g., verbal, written, and listening).
• Demonstrated proficiency and agility with adopting, utilizing and navigating new and rapidly changing technologies and applications on handheld and other multi-media devices.
• Proven ability to continually learn and understand changing job-related policies and procedures, company products, services and promotions in an efficient manner.
• Ability to work in a process-oriented environment.
• Proficiency with general computer programs, keyboard skills, and Microsoft Office applications (e.g., Word, Excel, PowerPoint, Teams and Outlook).
• Typing speed of at least 30 WPM at an efficiency of 85% or better.
• Ability and willingness to work a flexible schedule including weekends, holidays, and overtime in a 24/7/365 operation.
• Reliable, punctual attendance
• Ability to communicate in English.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Airline or travel industry experience.
• Spanish language proficiency.

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

The starting wage for this role is specified in the job posting and represents the minimum pay for this position. During training and while working in the office, this will be the applicable rate. After completing training and transitioning to remote work, the wage may be adjusted to align with the local minimum wage of your remote work location (home address). However, the pay will never be lower than the rate listed in the job posting, regardless of local minimum wage requirements.

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off 

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

Equal Employment Opportunity Policy Statement  

It is the policy of Alaska Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.   

We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.  

We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”).  All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.   

To implement this policy, we will: 

(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories; 
(2) Ensure that employment decisions are based only on valid job requirements; and 
(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories. 

Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions  of VEVRAA. 

Government Contractor & Department of Transportation (DOT) Regulations 
Alaska Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Horizon Air and any employment offer will be withdrawn.