Bags, a SP+ Company, is driven by Our Promise, “Making Every Moment Matter for a World on the Go.” Our team understands that time is scarce, so we are intentional about putting ourselves in the shoes of those we serve. The result is a unique combination of talented people and industry-leading technology that enables SP+ to prioritize each and every moment, recognizing that the time colleagues, clients and customers invest in us must always matter.

Salary Range: $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.

• 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.

• 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

SP+ is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, disability or other classes protected by federal or state law. SP+ does not tolerate harassment of or retaliation against any employee or applicant on the basis of these characteristics, or because the individual exercised his or her EEO rights.