Pay Rate: $16.00 per hour

An Airline and Cruise Support Specialist is primarily responsible for checking-in passengers for their airline reservations and ensuring passengers have all their proper documentation for travel from their cruise.

Additionally, this role will support cruise line representatives and offsite check-in locations managing all their all-airline check-in issues, isolate problems, determine and implement solutions as well as diagnosis and dispatch to additional support staff.

Qualified candidates must be self-motivated, organized, and have strong customer service skills.

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  Manage the check-in process, ensuring that customers have the proper documentation for travel for Cruise Line Passengers.
• Manage and support cruise line representatives to ensure airline check-in service is provided correctly and efficiently.
• Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude
• Answer incoming technical requests, quickly analyze, test, and resolve the calls
• Create requests using our ticketed tracking system to create and track the progress of request
• Process requests that are created via email and communicate with end-users
• Escalate incidents to correct higher level position when the needs arise and work with the escalation employee to resolve and test all issues
• Grow the knowledgebase by using resolutions of successfully closed requests
• Monitor queue and track inbound calls.
• Provide communication and follow up to ensure representatives are fully informed of all new information related to, procedures, customer needs, and company-related issues, changes, or actions.
• Create and send daily reports to the airline, TSA, CBP, and other government agencies.

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  Exceptional written and verbal communication skills.
• Ability to work collaboratively in a team environment and support team decisions.
• Solid multi-tasking, prioritization, and organizational skills.
• Must be Proficient in Microsoft Excel
• Continuously reviews and implements process improvements. Plans direct and evaluates the workflow, as well as coordinates work activities to achieve expected service goals.
• Travel Industry experience is a plus
• Must be available to work holidays and weekends
• Must be available to work various shifts in the morning or evening hours

• This position is onsight
• This position pays $16.00 an hour
• Must be able to work weekends and holidays
• Shift hours for this position - Required Shift Availability-3 pm to 1130 pm 4 pm to 12:30 pm
• Part-Time Available.
• Full Availability is a plus
• Airline and Travel Industry Experience a plus
• Location Of Position - 6190 Cargo Rd Orlando FL
• This is NOT a remote position.