Customer Service Agent Trainer

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, 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 customer service trainer is responsible for incorporating a wide variety of training methods and applications to accommodate multiple learning styles such as facilitating learning via classroom, email or one-on-one instruction at Horizon Air. This individual ensures all training at the station is properly completed and follows current policy and procedures to include new or revised processes, new aircraft, or when training agents.

• Follow established procedures, with additional research to deliver above and below training including deicing and providing support to all customer service employees including supporting the onboarding process and coaching new and existing employees.
• Schedule all appropriate and necessary training and recurrent needs for existing and new employees. Work with transfer employees to ensure all training is complete and up to date.
• Perform audits and monitor records to ensure training is completed and compliance records are up to date. Work with customer service agents to maintain compliance with training, and bulletins.
• Provide input on training needs by identifying gaps and needs in the current training/processes and partner with the corporate training team to evaluate and execute.
• Champions Safety and the QX Culture when working with employees.
• Maintain proficiency as a customer service agent and assist in the operation when necessary.
• Other duties as assigned.

Required

• 2 years of experience in customer service or related area.
• Must be comfortable with all above and below wing procedures to include deicing in stations where the Horizon team performs that function.
• Proven facilitation, presentation, and active listening skills.
• Exceptional interpersonal and communication (e.g., verbal, written, presentation) skills, with the ability to create collaborative relationships and tactfully communicate with others.
• Detailed-oriented and highly organized with the ability to manage, execute and meet deadlines on multiple priorities in a fast-paced environment.
• Self-starter who takes initiative in finding solutions to difficult and unique problems/opportunities.
• Proficient in Microsoft Office Suite: Word, Excel, and Outlook, typing speed of at least 25 WPM.
• Able to lift up to 50 lbs. Must be able to stand for a long period of time and able to bend, stoop, squat reach and grasp.
• Ability to work a variety of schedules to include nights, weekends and holidays.
• High school diploma or equivalent.
• Authorized to work within the US.

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

Alaska Airlines, Hawaiian 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, Hawaiian 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/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated. 

Equal Employment Opportunity Policy Statement  

It is the policy of Alaska Airlines, Hawaiian 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, Hawaiian 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, Hawaiian 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/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.