Manager, Consumer Affairs Office

Hawaiian Airlines Honolulu, HI 2019-06-19

Key Responsibilites

  • Oversee day to day operations of the company's global customer care program and guest issue resolution processes
    • Ensure the timely, consistent, and thoughtful response to all domestic and international guest issues
    • Respond to Department of Transportation (DOT) and disability-related complaints, as well as insurable claims
    • Work collaboratively with other departments to conduct research and resolve guest issues
    • Keep abreast of pressing, sensitive, and trending issues, escalating directly to Executive Management when necessary
    • Maintain and improve customer care operations by monitoring performance, identifying problems, developing action plans, while driving productivity, quality, and high service standards
  • Manage a team of on-site and off-shore Resolution Coordinators (with the support of an Assistant Manager)
    • Establish and maintain performance targets
    • Maintain an engaging and positive working environment
    • Manage staff time and attendance
    • Identify training needs and develop an effective training strategy
    • Supervise, coach, and provide counsel
  • Maintain oversight and training of International sales office staff on the proper and consistent handling of guest issues
  • Keep documented operational process and procedures, including letter templates, up to date
  • Contact guests on behalf of Executives, Legal, and other departments, as well as handle walk-ins at the company's corporate office
  • Possess comprehensive knowledge of our Contract of Carriage, airline tariffs, Federal Air Regulations, Airline Carrier Access Act rules, internal programs, policies and operational procedures
  • Possess a working knowledge of various systems required for case handling, such as SalesForce Service Cloud, Sabre, Rivera, etc.
  • Function as a certified Complaints Resolution Official (CRO)
  • Function as the DOT liaison for Hawaiian Airlines
    • Monitor, investigate and respond to any DOT complaints
    • Produce regular and ad hoc reports required by the DOT, including disability and animal incident reports
  • Assist the Law Department as necessary with subpoenas, small claims, and insurable claims
  • Other duties as assigned

Minimum Requirements

  • College degree with 5 years of professional experience, or any equivalent combination of experience, education and/or training
  • 2 years of management or supervisory experience
  • Experience with resolving issues and problem solving in a fast paced customer service oriented environment
  • Excellent verbal and written communication skills
  • Process and detail-oriented
  • Strong organizational and time management skills
  • Experienced using Microsoft Excel, Word, and PowerPoint

Preferred Requirements

  • Strong analytical and investigative skills
  • Previous experience in the airline, hospitality or customer service industries
  • Previous experience working with SABRE or similar reservation systems
  • Previous experience managing a call center or contact center

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 15 years (2004-2018) as reported by the U.S. Department of Transportation. Consumer surveys by Condé Nast Traveler, Travel + Leisure and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.

Now in its 90th year of continuous service, Hawaiian is Hawaii’s biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai‘i from more U.S. gateway cities (13) than any other airline, along with service from Japan, South Korea, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides, on average, more than 170 jet flights daily between the Hawaiian Islands, and over 260 daily flights system-wide.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’s LinkedIn page.

For media inquiries, please visit Hawaiian Airlines’ online newsroom.

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