Manager, Customer Service - Socc

At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home, and the communities we serve.  Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘aina and introducing our islands to the world!

Position Summary

The SOCC Customer Service Manager is responsible for managing and resolving customer issues due to flight disruptions and overseeing the connecting passengers for all scheduled flights in coordination with airport operations. This position provides direction to Reservations Re-accommodation Agents and the various stations regarding delays, cancellations, down-gauges, and compensation and coordinates resolution of issues across locations and carriers. This position reports to the SOCC Senior Customer Service Manager.

Key Responsibilities

• Manage and generate instructions for delays, diversions, cancellations, and compensation authorization to airport operations and reservations
• Manage authorization levels within 24-48 hours of flight departure for overbooking, MELs, and equipment changes and take appropriate action to remediate
• Manage and monitor flight status system-wide operation (Flight Trac) to proactively coordinate necessary adjustments and give direction to airport operations and reservations
• Manage MELs from maintenance for inoperative seats, non-reclining FC seats, lower deck crew module, IFE system, and jumpseats that may impact passengers in the aircraft cabin
• Manage HA seat availability during OAL (Other Airlines) irregular operations
• Direct affected station personnel to execute plan during irregular operations for disrupted passengers (hotels, meals, alternate flights, etc.)
• Manage Federal Air Marshall requests for ticket and seat changes within the 24 hour period prior to departure. Provide direction to airport operations to accommodate seat requests.
• Manage the creation of extra sections for all HA flights in the reservation system and open the flight for sale 24/7 based upon displaced passenger needs and TSA requests
• Manage airport operations with rebooking and E-ticket issues as required during daily operations and irregular operations
• Create templates in a timely manner, when required, to provide accurate and current information for the station, reservations accommodation desk, and various departments throughout the company.
• Provide guidance on customer options to affected stations
• Advise/direct airport operations to ensure policies and procedures are carried out in the daily operation
• Offer solutions to ongoing operational issues to improve Customer Service
• Support SOCC Managers On Duty with critical Emergency Response checklist items in the event of an accident or incident
• Coordinate required crew block seats with crew scheduling as necessary
• Assist airport operations with required seat map adjustments and unseated passenger list processing due to equipment changes
• Monitor and answer emails in a timely manner
• Other duties as assigned

Minimum Requirements

• High School diploma or equivalent required
• 3 years of Customer Service experience where personal interaction/services are performed
• Ability to work under pressure and within time constraints with all levels of employees with little guidance
• Ability to make high level decisions independently in a timely manner with emphasis on economics
• Ability to work with co-workers, employees from other departments, vendors, and OAL
• Must have demonstrated leadership skills, maintain a positive attitude at all times and strong communication skills
• Must be able to work flexible hours with shift in a 24 hr operation
• Must be able to multi task and handle multiple projects simultaneously
• Must exhibit honesty, mutual respect, and personal integrity
• Ability to organize the efforts of multiple departments toward a singular outcome or goal
• Must have knowledge in MS Word, Excel, and Outlook with the ability to learn other forms of software quickly and demonstrate efficiency
• Must be able to understand and administer bargaining unit contracts

**Hawaiian Airlines is regulated by the Department of Transportation (DOT - regulation, 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, PCP (Phencyclidine), and Amphetamine prior to any offer of 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 Hawaiian Airlines and any employment offer will be withdrawn.

*** In addition to routine employment eligibility verification, U.S.-based airlines must gather information to validate country of citizenship and country of birth. Upon hire, you must provide documentation proving your current country of citizenship and birthplace.

Preferred Qualifications

• 5 years airline or hospitality industry Customer Service experience where personal interaction/services are performed
• Knowledge of Amadeus in Customer Management (CM) and ARD Web entries for booking flights, ticketing issues, delays etc.
• Knowledge of Dispatch, Maintenance, Aircraft, Flight and Crew Scheduling preferred
• Airport Operations center experience
• College degree preferred – business administration, marketing, advertising
• Familiar with operations dealing with Customs, Immigration, and quarantine

About Hawaiian Airlines

Now in its 95th year of continuous service, Hawaiian is Hawaii's largest and longest-serving airline. Hawaiian offers approximately 150 daily flights within the Hawaiian Islands, and nonstop flights between Hawaii and 15 U.S. gateway cities – more than any other airline – as well as service connecting Honolulu and American Samoa, Australia, Cook Islands, Japan, New Zealand, South Korea and Tahiti.
Consumer surveys by Condé Nast Traveler and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawaii. The carrier was named Hawaii's best employer by Forbes in 2022 and has topped Travel + Leisure’s World’s Best list as the No. 1 U.S. airline for the past two years. Hawaiian has also led all U.S. carriers in on-time performance for 18 consecutive years (2004-2021) as reported by the U.S. Department of Transportation.

The airline is committed to connecting people with aloha by offering complimentary meals for all guests on transpacific routes and the convenience of no change fees on Main Cabin and Premium Cabin seats. HawaiianMiles members also enjoy flexibility with miles that never expire. As Hawai‘i’s hometown airline, Hawaiian encourages guests to Travel Pono and experience the islands safely and respectfully.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook  (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’s LinkedIn page.

For media inquiries, please visit Hawaiian Airlines’ online newsroom.