MANAGER, CUSTOMER SERVICE - SOCC

Title Manager, Customer Service - SOCC Description At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home and the communities we serve.

Join our ohana and be a part of an exciting team of professionals dedicated to serving our kama?ina and introducing our islands to the world!

Position Overview

The SOCC Customer Service Manager is responsible for monitoring and resolving customer issues due to flight disruptions and overseeing the connecting passengers for the system in coordination with airport operations.

This position gives direction to Reservations Re-accommodation regarding delays, cancellations, down-gauges, and compensation and coordinates resolution of issues across locations and carriers.

This position reports to the SOCC Senior Customer Service Manager.

Key Responsibilities

• Monitor flight status system-wide operation (Flight Trac) to proactively coordinate necessary adjustments and give direction to airport operations and reservations
• Generate instructions for delays, diversions, cancellations and compensation authorization to airport operations and reservations
• Assist with modified 15Below notifications for irregular operations
• Coordinate recommendations for disrupted passengers (hotels, meals, alternate flights, etc.) with airport operations during irregular operations
• Pursue seat availability on OAL due irregular operations
• Assist OAL inquiries with seat availability and notify affected stations.
• Assist airport operations to ensure policies and procedures are carried out in the daily operation
• Offer solutions to on going operational issues to improve customer service
• Process Federal Air Marshall requests for ticket and seat changes within the 24 hour period prior to departure
• Create extra section flights in reservation system and open the flight for sale
• Monitor authorization levels and passenger bookings within 24 hours of flight departure for overbooking and equipment changes and take appropriate action to remediate
• Monitor inoperable passenger service items on operating aircraft and make necessary blocks for current and future flights.
• Assist airport operations with rebooking and E-ticket issues as required
• Support MODs with critical Emergency Response checklist items (flight lock-out and passenger manifest) in the event of an accident or incident
• Coordinate required crew block seats with crew scheduling as necessary
• Assist stations with seat map adjustments and unseated passenger list processing due to equipment changes

Requirements Minimum Requirements

• High School diploma or equivalent required, college degree preferred
• Must possess 5 years airline customer service experience where personal interaction / services are performed
• Must know host reservation system entries for booking flights, ticketing issues, delays etc.
• Ability to work under pressure with all levels of employees
• Ability to make decisions quickly with emphasis on economics
• Must demonstrate leadership skills and maintain a positive attitude at all times
• Must exhibit honesty, mutual respect, and personal integrity
• Ability to organize the efforts of multiple departments towards a singular outcome or goal
• Must have knowledge in MS Word and Excel, operate a computer
• Ability to handle multiple projects simultaneously
• Must be able to work flexible hours with shift in a 24hr operation
• Must be able to understand and administer bargaining unit contracts
• Must be familiar with operations dealing with Customs, Immigration and quarantine

All applicants are advised that post-offer and / or pre-employment drug testing will be conducted, and they must successfully pass the drug test.

Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Hawaiian Airlines and any employment offer will be withdrawn.*

Preferred Qualifications

Knowledge of Dispatch, Maintenance, Aircraft, Flight and Crew Scheduling preferred

About Hawaiian Airlines

Hawaiian has led all U.S. carriers in on-time performance for each of the past 17 years (2004-2020) as reported by the U.

S. Department of Transportation. Consumer surveys by *Cond Nast Traveler*, *Travel + Leisure* and *TripAdvisor* have placed Hawaiian among the top of all domestic airlines serving Hawaii.

Now in its 92nd year of continuous service, Hawaiian is Hawaii's biggest and longest-serving airline. Hawaiian offers nonstop flights within the Hawaiian Islands, between Hawaii and more U.

S. gateway cities (16) than any other airline, as well as service connecting the islands with Japan and South Korea. As a result of the COVID-19 pandemic, Hawaiian has temporarily suspended service in Australia, New Zealand, American Samoa and Tahiti.

The airline is committed to the health and safety of its guests and employees and has reinforced enhanced cleaning procedures across its business.

While the experience may be a little different, the authentic Hawaiian hospitality remains unchanged. Additional details on how Hawaiian is keeping guests and employees safe can be found at .

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ : HA). Additional information is available at .

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For media inquiries, please visit Hawaiian Airlines .

• Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP .
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)