About Company
For nearly a century, Hawaiian Airlines has been connecting people to the beauty, culture, and spirit of the Hawaiian Islands. We are Hawaii’s biggest and longest-serving airline, committed to providing a travel experience that embodies the warmth and hospitality of Aloha. Our mission extends beyond transportation; we aim to share the unique essence of Hawaii with the world, while fostering a deeply rooted connection to our island home. We pride ourselves on a culture of teamwork, integrity, and exceptional service, believing that every employee plays a vital role in delivering memorable experiences to our guests. Joining Hawaiian Airlines means becoming part of a ‘ohana (family) that values respect, excellence, and the joyful pursuit of sharing paradise.
Job Description
Are you passionate about delivering exceptional service with the warmth of the Aloha spirit, all from the comfort and convenience of your home? Hawaiian Airlines, a company synonymous with world-class hospitality and connecting people to paradise, is seeking a dedicated and empathetic Customer Support Executive to join our remote team. This is a unique opportunity to be the friendly voice and helpful guide for our valued passengers, ensuring their journey, from planning to landing, is as smooth and enjoyable as possible.
In this pivotal remote role, you will serve as the primary point of contact for Hawaiian Airlines customers, handling a wide array of inquiries, providing vital information, and expertly resolving complex issues related to flight bookings, changes, cancellations, loyalty programs, baggage, and general travel policies. You’ll engage with a diverse customer base, from first-time adventurers to seasoned frequent flyers, families, and business travelers, each with unique needs and expectations. Your ability to actively listen, diagnose problems with precision, and offer clear, concise, and compassionate solutions will be paramount. You’ll navigate our internal systems and communication platforms efficiently, ensuring every interaction is meticulously documented and followed up on, maintaining our high standards of service delivery even when working remotely.
Working remotely requires a high degree of self-motivation, excellent time management skills, and the discipline to maintain a productive home office environment free from distractions. While you’ll operate independently, you will be an integral part of a dispersed but tightly-knit team, collaborating virtually with colleagues and supervisors to share insights, resolve escalated cases, and continuously improve our customer service strategies. We believe that providing outstanding support means understanding and anticipating our customers’ needs, especially in an industry that relies heavily on trust and reliability, often under dynamic and time-sensitive circumstances. We’re committed to equipping you with comprehensive training and ongoing support to excel in this role. Your contributions will directly impact customer satisfaction, foster loyalty, and reinforce Hawaiian Airlines’ reputation as a leader in travel experiences. This role isn’t just about answering questions; it’s about building genuine relationships, calming anxieties, and embodying the spirit of hospitality that Hawaiian Airlines is renowned for, no matter where you are geographically located. Join us in shaping delightful travel experiences for millions, one conversation at a time, and become a crucial part of our mission to share the spirit of Aloha with the world.
Key Responsibilities
- Provide exceptional customer service via phone, email, and chat, addressing inquiries related to flight reservations, changes, cancellations, and general travel information.
- Efficiently resolve complex customer issues, complaints, and service failures with empathy and a solutions-oriented approach.
- Accurately document all customer interactions, resolutions, and feedback using CRM software and internal systems.
- Educate customers on Hawaiian Airlines' policies, procedures, services, and loyalty program benefits.
- Collaborate with internal departments (e.g., operations, baggage services, loyalty programs) to ensure seamless customer experiences.
- Maintain up-to-date knowledge of airline products, services, promotions, and industry regulations.
- Adhere to company policies and quality standards, ensuring consistency in service delivery.
- Contribute to a positive team environment through active participation and knowledge sharing.
Required Skills
- Minimum of 3 years of experience in a customer service role, preferably in a call center or remote environment.
- Exceptional verbal and written communication skills in English, with a professional and empathetic tone.
- Strong problem-solving abilities and critical thinking skills to resolve complex customer issues.
- Proficiency in using CRM software and various communication platforms.
- Ability to work independently, prioritize tasks, and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in a related field (e.g., hospitality, communications, business).
- Experience in the airline, travel, or hospitality industry.
- Familiarity with GDS (Global Distribution Systems) or similar airline reservation software.
- Proficiency in additional languages (e.g., Japanese, Korean, Hawaiian).
- Proven ability to de-escalate difficult situations and turn negative experiences into positive ones.
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- Medical, dental, and vision insurance.
- Generous paid time off (PTO) and paid holidays.
- Exclusive travel benefits for you and your eligible dependents.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career growth.
- Employee assistance program and wellness initiatives.
- A supportive and inclusive remote work culture.
How to Apply
Interested candidates are invited to apply directly through the Hawaiian Airlines careers portal. Please click on the application link below to submit your resume and cover letter, outlining your relevant experience and why you are passionate about joining our team.