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Company Name : Ravn Alaska
Location : Fairbanks, AK 99709
Position : Contact Center Agent – Remote
Job Description : KEY RESPONSIBILITIESThe Ravn Alaska Contact Center Agent performs a variety of key service and administrative functions, such as responding to client inquiries, voicemails, emails and initiating telephone contact with customers in order to provide service excellence. This position may have to tackle challenging situations, and will need to be able to research solutions, maintain professionalism and patience, and escalate to management when appropriate. Candidates who are selected for this position will be trained remotely and must be able to work from home in a designated work area with company-provided technology equipment. Some of the essential duties include but are not limited to:Monitor the Contact Center incoming queues and satisfactorily resolve customer problems by clarifying issues, process case and ticket investigations and exploring answers, suggesting solutions, escalating issues are warranted, and validating customer needs are met;Use multiple resources to research and resolve escalations or complex issues;Answer telephone calls promptly and professionally. Route calls appropriately, offering voicemail, messaging options, or redirection of calls as needed;Follow-up with customers by conducting and managing responses as assigned from the inquiry queue/support desk;Research member information using proprietary Ravn Alaska systems and provide information to the caller;Processes reservation bookings such as modifying, rebooking, cancelling, refunding, exchanging, etc.;Processes complex documents or requests requiring detailed knowledge of departmental activities, software applications, and procedures to interpret information and comply with department standards;Processes all transactions in our online system; ensures that all documentation, receipts, transactions, accounting records, etc. are accurately completed and processed in a timely manner;Operates or performs such standard office duties such as producing general office written or electronic correspondence, handling a variety of telephone and office equipment;Complete online, written and in-person compliance training within established timeframes;Communicate any online discrepancies to the department director;Provide support for multiple departments within the organization including Airports, Operations, and Customer Care;Other duties as assigned;Other responsibilities aligned with Ravn Alaska Core Values include but are not limited to:Upholding safety by reporting safety hazards concerns, near misses, incidents and accidents using the company’s safety database;Demonstrating commitment to the customer and team by ensuring every customer is served in an efficient, thorough, and courteous manner;Promoting the company’s integrity and reputation for high ethical standards by completing assigned tasks to a quality level where you are proud of and happily take ownership of your work;Embodying the spirit of connectedness engaging in courteous and respectful interactions with customers, supervisors, co-workers, and business associates;Showing reliability by consistently showing a professional image of the company and upholding company values;Promoting commitment to the customer experience by emphasizing, demonstrating, and encouraging superior customer service and ensuring that all decisions are made with consideration of potential customer impact in addition to safety.MINIMUM QUALIFICATIONSThe successful candidate will have previous professional experience in customer service, excellent phone etiquette, and be capable of working efficiently in a fast-paced environment. Other qualifications include:Must be proficient with basic computer applications and equipment;Must have at least two years of Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint) and Intermediate or advanced knowledge of Sabre is strongly preferred;Must be familiar with web conferencing software (Teams, Zoom);Must be familiar with Windows Sound & Video Settings;Must be strongly independent while working in a remote environment without in-person supervision;Must be able to provide:A distraction-free workspace/environmentSpace for a desktop computer with two or three monitorsStable power source and internet connectionMust possess a high school diploma or GED;Must have at least two years of customer-facing professional experience, preferably in an environment with a high focus on safety;Must have received or be willing to receive the COVID-19 Vaccination by date of hire unless already employed by Northern Pacific Airways Inc. dba Ravn Alaska.Must be able to speak, read, write, and understand English fluently.Must be eligible to work in the United States without employer sponsorship.Must be able to work a flexible schedule with overtime assigned when the operation dictates;Must have the ability to work independently, perform tasks of a detailed nature accurately within required timeframe, and adapt to fluctuating workload, while maintaining focus around external distractions;Must have a professional demeanor;Must have a strong safety awareness and the ability to adhere to Safety Management Systems (SMS); knowledge of risk assessment and mitigation is highly desired;Must be able to pass a comprehensive background check and pre-employment drug screen;Ravn Alaska hires brilliant team members who exemplify and identify with our Core Values: Safety. Commitment. Integrity. Connectedness. Reliability. To reach new heights with Ravn Alaska, apply today!Job Type: Full-time
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