Virtual Call Center Agent - Bilingual English Primary/Spanish

JOB TITLE: Call Center Virtual Work From Home, Afternoons, Evenings, Weekends Mandatory $13-$15 hourly

DEPARTMENT: Customer Service

WORKER CATEGORY: FULL TIME ONLY

FLSA STATUS: Non-Exempt

POSITION SUMMARY:

Call Center Agents are usually the first contact our customers have with our company. They are responsible for incoming calls to the reservation center, processing reservations and changes in itinerary, making alternative transportation arrangements in coordination with SOC, and resolving problems. This is a virtual position. Must be available weekends.

JOBS THIS POSITION DIRECTLY SUPERVISES:

This position does not supervise others.

KEY RESPONSIBILITIES

• Answer calls and make reservations
• Handle customer inquiries
• Manage and resolve customer issues
• Provide customers with flight, route and pricing information
• Identify and escalate priority issues

• Strong interpersonal skills – ability to communicate in a very concise and effective manner with customers and supervisors
• Good listener and able to project a calm, steady demeanor in all interactions
• Stress tolerance and resilience
• Detail-oriented and self-motivated; able to work and meet deadlines under minimal supervision
• Ability to multi-task in an extremely high-paced environment
• Ability to work late evenings, weekends and other hours as required by the Call Center schedule
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to work effectively in team environment and individually
• Ability to learn, understand and communicate the terms of the company’s Contract of Carriage
• Ability to become proficient in various software and reservation systems used

QUALIFICATIONS
Education:

• High School Diploma or GED

Miscellaneous Requirements:

• Valid driver’s license and reliable Internet service
• Computer, phone skills; accurate data entry and typing skills
• Proficient with Microsoft Office Suite, specifically Outlook, Word and Excel
• Knowledge of customer service principles and practices
• Ability to read, write and speak English effectively
• Ability to work within a 24/7 operation including holidays
• Ability to pass 10-year background check and pre-employment drug screen
• At least 18 years of age
• Authorized to work in the U.S. per the Immigration Act of 1986
• A quiet location, free from interruptions, in which to work; hard-wired internet and modem
• Must speak Spanish of Japanese

Work Experience:

• Prefer prior airline reservations system experience
• At least 1 year of Call Center experience

Mental Requirements:

Level 2 Ability to execute sound decision making in a fast-paced environment.

Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.
Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.
Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical requirements:

• Must have sufficient vision and ability to safely perform the essential functions of the position
• Must be able to communicate through verbal, written and electronic means
• Must have physical dexterity sufficient to perform repetitive tasks and motions

Degree of Hand-Eye Coordination Required:
Computer
Varies
Phone
Varies
Photocopier, fax machine, scanner
Varies

Approximate percentage of time incumbent spends in “on-the-job” travel, including commuting to regular work locations: less than 5%