Guest Relations Agent
Virgin America - Burlingame, CA

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Meet Virgin America

Virgin America is a brand new airline dedicated to making flying good again. Virgin America incorporates the Virgin Brand’s world-renowned customer focus and distinctive style, to create a high-value, low-fare airline that’s reinventing domestic flying through award-winning service and innovative amenities.

Are you Virgin enough? If you have the thirst and creativity to make this the most wowed airline in the sky, then we promise to make this a Company where inspired people like you will always love to work.

Department Statement:

Guest Services is a team of energetic, focused, and flexible people who have fun at what we do. Meeting the guests on their terms, our role is to provide our guests with personalized service dedicated to ensuring that the entire travel experience is enjoyable and hassle free. We have high expectations of our team and through coaching, mentoring, learning, and proper tools we believe that together we will achieve the very best.

Main Area of Responsibility:

The Guest Relations Agent is responsible to meet or exceed the performance standards set by Guest Services in assisting guests with a variety of post-flight feedback, reservation refund situations, and post-flight baggage support. Responsibilities include reviewing and responding to guest feedback from all contact points (e-mail, fax, regular mail, and telephone), settlement negotiation, proactive communication with our guests, performing baggage support duties, refund support, handling general guest service call center calls, problem solving, and performing a variety of additional tasks.

Main Purpose of Role:

The Guest Relations Agent reports to the Guest Relations Supervisor, participates in a ‘we’ environment and handles post-flight feedback and contacts for refunds and baggage. The main purpose of the role is to handle all guest inquiries and solve issues in a professional and timely manner, while giving the guests world class customer support through e-mail, regular mail, and on the telephone.

Job Duties:

• Provide a high level of guest service, inject some personality, humor, and fun into calls while maintaining professionalism and providing assistance to all guests who contact the Call Center regardless of the nature of the call

• Handle all guest inquires and solve issues using the tools available i.e. the reservation system, intranet, baggage tracing system, etc

• Showing compassion, listening skills, and being a self-motivator when dealing with guest issues

• Handle first line Guest Relations calls including but not limited to:

o Handle calls to a mutually satisfying conclusion within the compensation guidelines

o Assist other departments with the proper handling of guest situations

o Showing compassion, listening skills, and being a self-motivator when dealing with guest issues

o Negotiating settlement

o Staying abreast of IATA settlement tables

o Proactive communication with guest inquiries to minimize return calls

• Review, respond, and properly document in the appropriate post flight database from any of the following correspondence in a timely and efficient manner:

o Phone calls

o Faxes

o E-mail messages from guests

o US mail

o Web surveys

o Perform Refund

• Support Duties including but not limited to:

o Determining guests’ eligibility for refunds depending on fare rules and company guiding principles

o Assist other departments with the proper handling of refund inquiries

o Negotiating settlements

o Staying abreast of IATA settlement tables

o Proactive communication with guest inquiries to minimize return calls

o Perform Baggage

· Support duties including but not limited to:

o Working with guests to ensure all baggage is delivered within a reasonable time frame

o Manage communication between airport staff and the guest

o Ensure the baggage tracing tool is properly updated and respond to any requests through the internet or e-mail

o Following proper guiding principles in order to compensate guests for any misplaced baggage

o Input customer interactions into the appropriate post flight database

· Skills Required/Background

§ Possession of a High School Diploma or GED equivalent

§ Call Center experience preferred

§ Knowledge of PC and the Internet preferred

§ Excellent verbal and written communication skills

§ Strong customer relations, organizational and problem solving skills

§ Demonstrated attention to detail and ability to meet deadlines

§ Ability to troubleshoot

§ Demonstrate ability to work in a team and show flexibility

§ Knowledge of Excel and Word preferred

§ Pleasant and efficient telephone manner with an ability to work under pressure

§ Prior customer service or sales experience preferred

§ Teamwork – ability work within and to develop a culture which shouts “This is Virgin”!

§ Do you have an attitude that screams, “I can do it”? If so, please apply!

About this company
45 reviews
An offspring of Sir Richard Branson's Virgin Group, Virgin America took flight just as high fuel prices and a recession rocked the...