Sector Support Specialist

About the role

The Sector Support Specialist serves as a customer service advocate for the system representing Alaska Airlines and its customers and employees. This role is responsible for developing solutions to eliminate negative impacts to both the operation and the guests during irregular operations. This role ensures the highest standards of customer service including an uncompromising commitment to safety within Network Operations Control (NOC) at Alaska Airlines.

Key Duties

• Take initiative to develop solutions to minimize and/or eliminate real-time negative impacts to guests during irregular operations and provide support to the frontline.
• With limited direction from manager, work independently to manage the Extreme Flight Irregularity (EFI) program; follow guidelines provided by NOC leadership to ensure the guests and AS are supported system wide.
• Make recommendations on process and real-time guidance to train station and reservation personnel.
• Serve as the customer service advocate.
• Apply deep knowledge in procedure/operations of stations and reservation system-wide, while supporting Alaska Airlines policies and security directives.

Job-Specific Experience, Education & Skills Required

• 2 years of experience in Customer Service, Network Operations, or related area.
• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.
• Knowledge of FAA policies and procedures.
• Excellent communication skills (both written and verbal) to enhance customer and employee satisfaction.
• Demonstrate proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Proven success at influencing cross-functionally and building relationships both in and outside of team.
• Proven ability to demonstrate tact in communicating with others, apply deep knowledge to constructively resolve problems, translate complex topics simply and succinctly.
• Able and willing to work rotating shifts (e.g., holidays, weekends, or non-traditional hours).
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Strong knowledge of Sabre / Image.
• Experience working in Airport Operations.
• Knowledge of AS system regulations, company policy, procedures, and security directives.
• Proven ability to work well under pressure and provide independent judgment and good decision-making.

Job-Specific Leadership Expectations

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

Salary Range

$78,300 -- $117,450 / year

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 other legally protected categories.

Government Contractor & Department of Transportation (DOT) Regulations

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.