Customer Service Agent Team Captain

Role Summary

The Customer Service Team Captain leads, directs, motivates, evaluates, and approves the work of the Customer Service Agents, ensuring the team achieves Horizon Air and Alaska Airlines' mutual goals.

Key Duties

• Leads the Customer Service Agents on shift and ensures team success.
• Ensures Customer Service Agents follow proper procedures.
• Performs leadership duties like assigning flights, scheduling agents, and managing their schedules.
• Performs clerical functions, prepares reports, and assists with unexpected passenger needs or complaints.
• Performs Customer Service Agent duties.

Required Job-Specific Experience, Education & Skills

• A minimum of 6 months of customer service or airline operations experience.
• Ability to lead, direct, and motivate teams for optimum performance.
• Strong active listening and verbal communication skills.
• Ability to juggle multiple tasks in a fast-paced environment.
• A valid unexpired driver's license issued by a US state, a US territory, or the District of Columbia.
• Depending on work location, ability to obtain USPS Mail Handling Certification.
• Typing speed of at least 25 WPM.
• Ability to consistently lift 50 pounds.
• Ability to stand for long periods of time.
• Ability to bend, stoop, squat, reach, and grasp.
• Ability to perform basic mathematics.
• Ability to work a flexible schedule to include nights, weekends, and holidays.
• Ability to communicate in English.
• A high school diploma or equivalent.
• A minimum age of 18.
• Authorization to work in the U.S.

Preferred

• A minimum of 1 year of customer service or community service experience.
• Previous leadership experience.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

Starting Rate

USD $22.37/Hr.

Total Rewards

Alaska Airlines, Hawaiian Airlines, and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status. Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air. Comprehensive well-being programs including medical, dental, and vision benefits. Generous 401k match program. Annual bonus plans. Generous holiday and paid time off. For more information about Alaska/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.

Airport SIDA Badge Requirements

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated.

Regulatory Information

Equal Employment Opportunity Policy Statement: It is the policy of Alaska Airlines, Hawaiian Airlines, and Horizon Air to comply with all applicable federal, state, and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment. We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories. We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 ("Section 503") and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 ("VEVRAA"). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories. Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA. Government Contractor & Department of Transportation (DOT) Regulations: Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.

Apply

Apply by 7:00 PM Pacific Time on 7/15/2026