Experienced Full-Time Air Customer Service Agent - Remote US Opportunity with Comprehensive Benefits and Travel Privileges

Join the blithequark Team as an Air Customer Service Agent

blithequark is seeking a highly skilled and customer-focused Air Customer Service Agent to join our team remotely in the US. As an integral part of our customer service operations, you will be responsible for providing exceptional support to our guests and travel partners, ensuring seamless travel experiences. If you have a passion for delivering outstanding customer service, and experience in the travel and hospitality industry, we encourage you to apply for this exciting opportunity.

About blithequark

blithequark is a leading player in the travel and hospitality industry, operating a fleet of cruise ships and offering unforgettable experiences to our guests. Our company is built on a foundation of strong values, including a commitment to compliance, environmental protection, and the health, safety, and well-being of our guests, employees, and the communities we serve. We pride ourselves on our culture of "Stronger Together," which emphasizes teamwork, integrity, and fairness.

Key Responsibilities

• Respond to phone calls, chat messages, emails, and voicemails from guests, travel agents, and airlines, providing timely and accurate support.
• Assist with air-related issues, including schedule changes, ticketing activities, and resolving customer complaints.
• Monitor and manage phone volume, ensuring queues are worked on a daily basis, and respond to escalated calls.
• Amend major schedule changes, perform ticketing activities (issuance, refunds, exchanges, etc.).
• Track and fix incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.
• Realign pricing within PNR to have records re-priced in order to collect additional money outside final payment.
• Certify all air tickets issued for passengers taking a flight by updating the ticket match exception report.
• Assign ancillary services to guests when requested.
• Process guest entertainment, crew executive travel, VIP requests, and provide downline communication to port agents, hotels, and ground transportation.
• Research air schedules booked for crew outside of budget.
• Process last-minute crew changes in regards to air accommodations.
• Provide next port protection coverage (flight re-accommodation) to accommodate passengers when needed.
• Communicate effectively with customers, co-workers, and management to reduce communication-related work errors.
• Consistently deliver on commitments to external and internal customers to drive customer satisfaction.
• Demonstrate commitment through behaviors and performance that are aligned with our core values.
• Exhibit integrity, fairness, and professionalism in everyday conduct.

Requirements

Essential Qualifications

• Experience in the travel and hospitality industry, preferably in a high-volume call center.
• Proficient in Microsoft Word, Excel, and Outlook.
• Excellent phone and customer service skills.
• Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management.
• Knowledge of all aspects of the Sabre airline reservation system, including creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing.
• Must be legally authorized to work in the United States. blithequark is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Preferred Qualifications

• Previous experience working in a remote or virtual environment.
• Familiarity with cruise industry operations and procedures.
• Certification in customer service or a related field.

What You Can Expect

Benefits and Perks

• Cruise and travel privileges for you and your family.
• Comprehensive health benefits.
• 401(k) plan.
• Employee Stock Purchase Plan.
• Training and professional development opportunities.
• Tuition and professional certification reimbursement.
• Rewards and incentives program.

Compensation

The base hourly range for this position is $15.91 to $21.49, depending on qualifications and experience.

Work Environment and Culture

blithequark is committed to creating a work environment that is inclusive, diverse, and supportive. We value our employees' well-being and strive to provide a culture that is "Stronger Together." Our company is built on a foundation of core values, including integrity, fairness, and professionalism.

How to Apply

If you are a motivated and customer-focused individual with experience in the travel and hospitality industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

blithequark is an equal opportunity employer committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives.

Americans with Disabilities Act (ADA)

blithequark is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance with the application process, please contact [insert contact information].