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Job Details

Manager - Customer Service - SOC

Company name
Hawaiian Holdings, Inc.

Honolulu, HI

Apply for this job

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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

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 airport operations to ensure policies and procedures are carried out in the daily operation

Offer solutions to ongoing 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 Ohana 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

Assist airport operations with rebooking and E-ticket issues as required

Support MOD’s 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


Minimum Requirements

Must possess 5 years airline customer service experience where personal interaction/services are performed

Must know Native Sabre 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

High School diploma or equivalent required, college degree preferred

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 14 years (2004-2017) as reported by the U.S. Department of Transportation. Consumer surveys by

Condé Nast Traveler

Travel + Leisure



have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.

Now in its 89th year of continuous service, Hawaiian is Hawai‘i’s biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai‘i from more U.S. gateway cities (11) than any other airline, along with service from Japan, South Korea, China, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides approximately 170 jet flights daily between the Hawaiian Islands, with a total of more than 250 daily flights system-wide.

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

. Follow Hawaiian’s Twitter updates ( @HawaiianAir

), become a fan on Facebook ( Hawaiian Airlines

), and follow us on Instagram ( hawaiianairlines

). For career postings and updates, follow Hawaiian’s LinkedIn


For media inquiries, please visit Hawaiian Airlines’ online newsroom

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Please view Equal Employment Opportunity Posters provided by OFCCP here

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)

Company info

Hawaiian Holdings, Inc.
Website :

Company Profile
Hawaiian Airlines was incorporated on January 30, 1929 under the name Inter-Island Airways Ltd. That year, thousands gathered in Honolulu to witness the departure of Hawaii's first scheduled inter-island flights to Maui and the Big Island of Hawaii. The fleet was comprised of two eight-passenger Sikorsky S-38 amphibian planes; six years later, larger 16-passenger Sikorsky S-43s were added to accommodate increased traffic and newly authorized inter-island airmail service.

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