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Airport Customer Service Specialist - System Support Center
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | phoenix, Arizona |
About this job
System Support Center Specialist
POSITION TITLE: Specialist, System Support Center
POSITION PURPOSE: Service Recovery
Act as resource for centralized information and support for customer facing airport personnel. Process and manage queues due to flight irregularities.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Process Queues due to flight irregularities and schedule change issues
- Process various codeshare issues using knowledge of codeshare program between AA/US partners.
- Transmit schedule change messages to booking source.
- Process teletype reject messages in shares using analysis from PNR in booking sources.
- Support core department responsibilities: phone support, re-accommodation
Planning, irregular operation resolution and application release testing
- Assist front-line airport agents with real-time events with a wide range of support, including: functional SHARES, QIK ticketing, passenger check-in functions, irregular operations recovery planning, policies and procedures, coordinate with OCC
- Support operational readiness issues such as: inop seats, aircraft routing changes, and limited schedule change functions (creation of charters, ferries and extra sections)
- Serve as a centralized source of information for front-line airport agents
- Support test functions for ongoing application releases for QIK-Check, Gate-Reader and Kiosk
- Provide virtual station customer processing support during system outages and failures
- Support process and technology changes triggered by ancillary related initiatives
- Support emergency drill functions and applications.
Qualifications
- At least 2 years work experience with airline reservation systems (either in reservations agent role or airport customer service role)
- Solid working knowledge of the airline reservations systems
- Experience in Native Shares and Native Sabre preferred
- Basic understanding of Amadeus, Apollo, Galileo, Resiber, and Worldspan preferred
- Understanding of Teletype messaging between AA/US and GDS preferred.
- Understanding of codeshare and schedule change activity.
- Highly motivated with positive attitude, team player, and self-starter
- Highly organized and able to perform effectively and efficiently within a fast-paced, stressful work environment
- Ability to work independently and willingness to own and effectively resolve problems
- Excellent written and verbal communication skills with ability to interact effectively with employees at all levels within the organization
- Resourceful and able to recommend and make effective decisions timely
- Ability to clearly understand the impact of irregular operations and deploy sound solutions
- Able and willing to adopt to changes, particularly to automated solutions
- Able to anticipate internal and external customer issues and preplan resolutions
- Proficient with Microsoft Office products (Outlook, Excel, Word and Access), with ability to effectively utilize applications/systems specific to position.
- Available to work varied days/hours including holidays
Equal Opportunity Employer/Disabled/Vets
Qualifications
Department:
Location:
US-AZ-Phoenix
Posted Date:
5/11/2015 00:00:00
Expiration Date:
12/12/2099 00:00:00
Requisition ID:
244301
Work Schedule
Full-Time
Equal Opportunity Employer/Disabled/Vets
jobpost-15626
us
POSITION TITLE: Specialist, System Support Center
POSITION PURPOSE: Service Recovery
Act as resource for centralized information and support for customer facing airport personnel. Process and manage queues due to flight irregularities.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Process Queues due to flight irregularities and schedule change issues
- Process various codeshare issues using knowledge of codeshare program between AA/US partners.
- Transmit schedule change messages to booking source.
- Process teletype reject messages in shares using analysis from PNR in booking sources.
- Support core department responsibilities: phone support, re-accommodation
Planning, irregular operation resolution and application release testing
- Assist front-line airport agents with real-time events with a wide range of support, including: functional SHARES, QIK ticketing, passenger check-in functions, irregular operations recovery planning, policies and procedures, coordinate with OCC
- Support operational readiness issues such as: inop seats, aircraft routing changes, and limited schedule change functions (creation of charters, ferries and extra sections)
- Serve as a centralized source of information for front-line airport agents
- Support test functions for ongoing application releases for QIK-Check, Gate-Reader and Kiosk
- Provide virtual station customer processing support during system outages and failures
- Support process and technology changes triggered by ancillary related initiatives
- Support emergency drill functions and applications.
Qualifications
- At least 2 years work experience with airline reservation systems (either in reservations agent role or airport customer service role)
- Solid working knowledge of the airline reservations systems
- Experience in Native Shares and Native Sabre preferred
- Basic understanding of Amadeus, Apollo, Galileo, Resiber, and Worldspan preferred
- Understanding of Teletype messaging between AA/US and GDS preferred.
- Understanding of codeshare and schedule change activity.
- Highly motivated with positive attitude, team player, and self-starter
- Highly organized and able to perform effectively and efficiently within a fast-paced, stressful work environment
- Ability to work independently and willingness to own and effectively resolve problems
- Excellent written and verbal communication skills with ability to interact effectively with employees at all levels within the organization
- Resourceful and able to recommend and make effective decisions timely
- Ability to clearly understand the impact of irregular operations and deploy sound solutions
- Able and willing to adopt to changes, particularly to automated solutions
- Able to anticipate internal and external customer issues and preplan resolutions
- Proficient with Microsoft Office products (Outlook, Excel, Word and Access), with ability to effectively utilize applications/systems specific to position.
- Available to work varied days/hours including holidays
Equal Opportunity Employer/Disabled/Vets
Qualifications
Department:
Location:
US-AZ-Phoenix
Posted Date:
5/11/2015 00:00:00
Expiration Date:
12/12/2099 00:00:00
Requisition ID:
244301
Work Schedule
Full-Time
Equal Opportunity Employer/Disabled/Vets
jobpost-15626
us