Job Description
Description Title: Reservation Specialist
Job Type: Full Time
Location: Hybrid Options Available
FLSA: Non-Exempt
Who we are: Advanced Air, LLC is an innovative, service-oriented aviation company headquartered in Hawthorne, California. We were founded in 2005 by our President, Levi Stockton, as an FAA approved, Part 135, On-Demand Air Carrier focused on superlative aircraft management and on demand charter.
Today, Advanced Air maintains a fleet of 22 aircraft, operated in both scheduled and on-demand service, and a diversified portfolio of flying services in turboprop aircraft, business jets and regional passenger jets. Serving more than 12 communities in the southwestern United States, Advanced Air has a deep commitment to operational excellence and metered, sustainable growth.
Our successful growth is driven by our adherence to our core values of safety, integrity, teamwork, transparency, fulfillment and respect. We are in this business for the long run and take a disciplined, thoughtful approach to growth opportunities.
About the Role and about You: We are actively in search of a Reservations Specialist to join our team!
This position is open to candidates in the following States: California, Arizona, New Mexico, Oklahoma, Tennessee, and New York.
The incumbent of this role, under the general guidance of the Reservations Manager, will be responsible for providing excellent customer service and maintaining customer transaction accuracy by handling information inquiries, reservations assistance, ticketing, remote passenger check-in and problem resolution for all Advanced Airlines (AA) passengers and potential passengers/guests.
You are highly motivated, organized, attentive to detail, communicate well, and focused on Customer Experience.
What you will do: - Provide advanced support to Customer Service Agents as needed
- Assist with Amelia software management and staff training; manage all technical aspects of customer reservations
- Provide Amelia support to include fares, inventory, schedules, promotions and reporting for all scheduled routes for Advanced Air and partners as needed
- Respond to customer requests for group/book ticket purchases, including set up in Amelia and processing customer payments
- Act as On Call specialist to assist other Reservations Specialist, day to day with after hours or urgent reservations issues, and/or irregular operations
- Participate in regular check-ins with Helpdesk Lead and assist with training, coaching and performance management of CSAs
- Be the communication liaison between CSAs and consultants as needed for software support
- Identify opportunities in booking flow and customer facing technology to improve customer experience and increase revenue
- Maintain positive customer relations at all times by using good judgment and the ability to multi-task
- Greet and provide outstanding service to all AA customers via phone or written communications in a friendly, courteous and professional manner; uphold all customer service standards
- Answer telephones to provide information, resolve problems or complaints, handle refunds and assist with any other reservation changes as needed
- Provide current and accurate fare, schedule, gate, flight arrival and departure information, as well as answer general inquires both in-person and over the telephone
- Provide check-in assistance, ticketing changes, re-booking of itineraries and special service requests for passengers
- Take initiative in day-to-day assignments and on special projects as assigned by Helpdesk Lead or other management personnel as needed
- Maintain highest level of training to be able to assist with station openings and ability to fill in as a customer service agent at any given city we operate from or to
- Other duties as assigned
What we are looking for: - Bachelor's Degree in a relevant field (preferred)
- 2+ years of customer service experience
- Ability and willingness to travel, up to 25%
- Minimum 3 years' experience with Amelia/DCS software
- Excellent time management skills and efficient work pace
- Experience with Microsoft Office products including Outlook, Word and Excel
- Experience with Google Suite including Sheets, Docs, Drive, Microsoft Suite
- Able to pass FAA drug/alcohol screening and background check
Special Requirements: - May be required to obtain a Secured Identification Display Area (SIDA) badge for certain airports
- Will be required to meet all local airport and TSA requirements
- Must be able to work flexible hours including evenings, weekends, holidays and overtime, as needed
- Must be able to pass an FAA Drug and Alcohol testing, background checks and submit to random drug test when required
Why you should work with us: We can tell you all about how great we are, but you probably want to know what is in it for you, so we have compiled a
list of our standout benefits:
- Competitive salary
- 401k plan with dollar-for-dollar employer match up to 4%
- 100% Company Paid Health Insurance including Medical, Dental, Vision and $15,000 in life insurance (Full-Time Employees)
- Easy to use Flight/Travel Benefits; current contracts include Delta, Alaska, and Southwest
Requirements Applicant would need to be able to work the following schedule:
Training:
SunMonTueWedThurFriSat5:00-13:3011:30-20:0011:45-20:1511:00-19:306:00-14:30
Work Schedule:
SunMonTueWedThurFriSat6:00-14:305:30-14:00OFFOFF7:30-16:006:30-15:0010:00-18:30 ADVANCED AIR, LLC
Job Tags
Holiday work, Full time, Local area, Immediate start, Remote job, Flexible hours, Afternoon shift,