Customer Service Agent

About the Role:

As a Customer Service Agent at Kenmore Air based at Tacoma Station, you will be the primary point of contact for our valued passengers, ensuring a seamless and positive travel experience from booking to boarding. Your role is critical in managing customer inquiries, processing reservations, and providing timely information about flight schedules and services. You will collaborate closely with pilots, line crew and coordinate passenger needs and resolve any issues that arise efficiently. This position demands a high level of professionalism, empathy, and communication skills to maintain Kenmore Air’s reputation for exceptional customer service. Ultimately, your efforts will contribute to customer satisfaction, loyalty, and the overall success of our airline operations.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service, preferably in the airline or travel industry.
• Proficiency with computer reservation systems and basic office software.
• Excellent verbal and written communication skills in English.
• Ability to work flexible hours, especially including weekends and holidays.

Preferred Qualifications:

• Experience with Kenmore Air’s reservation or ticketing systems.
• Bilingual abilities, especially in Spanish or other commonly spoken languages in the region.
• Knowledge of FAA regulations and airline operational procedures.
• Strong conflict resolution and multitasking skills.
• Certification in customer service or hospitality-related training.

Responsibilities:

• Greet and assist passengers in a courteous and professional manner, both in person and via phone or email.
• Process flight reservations, ticketing, and check-in procedures accurately and efficiently.
• Provide up-to-date information regarding flight schedules, delays, cancellations, and baggage policies.
• Handle customer inquiries, complaints, and special requests with patience and problem-solving skills.
• Coordinate with flight crews and ground staff to ensure smooth boarding and timely departures.
• Maintain accurate records of customer interactions and transactions in the company’s reservation system.
• Adhere to all safety, security, and regulatory requirements related to passenger handling.
• Support additional administrative tasks as needed to facilitate daily operations.

Skills:

The required skills such as effective communication and computer proficiency are essential for managing reservations, addressing passenger concerns, and coordinating with team members daily. Strong interpersonal skills enable the agent to create a welcoming environment and handle diverse customer needs with empathy and professionalism. Problem-solving abilities are frequently applied to resolve scheduling conflicts, service disruptions, or passenger complaints promptly. Preferred skills like bilingualism enhance communication with a broader customer base, improving service inclusivity and satisfaction. Additionally, knowledge of airline regulations and operational procedures ensures compliance and safety while supporting efficient workflow in a fast-paced environment.