Appeal Resolution Specialist jobs in Honolulu, HI

At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home, and the communities we serve.  Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!

Position Summary

The Resolution Coordinator, Consumer Affairs, directly reports to the Assistant Manager, Consumer Affairs. This Coordinator position is primarily responsible for the review, investigation, determination, and compensation of all consumer complaints, concerns, inquiries, and violations, utilizing various internal systems, databases, and CRM-related technologies. Being a self-starter, team-player, goal-driven, and agile to the changing business needs are essential attributes for this individual.

Key Responsibilities

• Investigate and respond to customer concerns/issues within specified time frames
• Decision Making/Case Evaluation - Evaluate customer concern/issue against relevant HA policies and procedures, Contract of Carriage, Customer First, Federal Air Regulations (FARs), and U.S. Department of Transportation Regulations and Standards resulting in an appropriate resolution decision that is both fair and impartial. Balancing customer satisfaction and departmental/company budgetary restraints to reach an appropriate compensation decision to ensure positive return on investment and goodwill from the customer.
• Compose response with investigative findings, all the while, careful not to incriminate HA.  Professional response includes an explanation, troubleshooting, and form of resolution of customer issues related to billing, web fares, ticketing problems, customer service, flight/schedule disruptions, and company policies and procedures while supporting business processes and practices designed to promote productivity, profitability, and customer satisfaction, thus retaining/regaining customer confidence in HA which encourages return business.
• Accurately code each customer concern/issue as it is conveyed by the customer and as it is documented by Hawaiian Airlines so reports can be generated to help us identify and track recurrent concerns/issues.
• Possess a technical working knowledge of various HA computer systems to support investigations (i.e., Amadeus, Revera PRA, PDI, QwikCilver, Worldtracer, HMDB, Salesforce, HA Intranet)
• Possess comprehensive knowledge of our tariffs, Contract of Carriage, Customer First, FARs, and U.S. Department of Transportation Regulations and Standards in support of investigations
• Work with all departments to investigate and resolve customer concerns/issues
• Interact with different levels within the company to resolve customer service situations, to notify of recurrent problem areas within our system operations, and assist in formulating solutions to eliminate recurrent issues.
• Respond to internal and external telephone calls providing instructions, explanations and answers to various inquiries, if applicable
• Determine and document appropriate compensation for customer concerns/issues
•  Issue e-Travel Vouchers, HawaiianMiles and other appropriate reimbursements. Assist in researching materials as dictated in subpoenas, small claims, and insurable claims and other private/government documents that are time sensitive.
• Assist with the coaching/mentoring and development of New Hires during the onboarding process.
• Professional development and other duties as assigned

Minimum Requirements

• High School Diploma or equivalent education
• Experience with  Amadeus (ARDw) or similar reservation systems
• Professional written and spoken etiquette and the ability to effectively handle disgruntled customers and/or their representatives via multiple channels – email, phone, and in-person (as needed).
• Strong analytical and investigative skills for researching and evaluating data
• Excellent verbal and written communication skills
• Strong organizational, time management skills, detail-oriented and goal driven
• Basic-level Microsoft Excel, Word
• Intermediate-level Microsoft Outlook or equivalent email client
• Other duties as assigned

**Hawaiian Airlines is regulated by the Department of Transportation (DOT - regulation, 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, PCP (Phencyclidine), and Amphetamine prior to any offer of 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 Hawaiian Airlines and any employment offer will be withdrawn.

*** In addition to routine employment eligibility verification, U.S.-based airlines must gather information to validate country of citizenship and country of birth. Upon hire, you must provide documentation proving your current country of citizenship and birthplace.

At Hawaiian Airlines, we are dedicated to offering a comprehensive total rewards package that aims to attract, engage, and retain the finest talent in the industry. Our rewards structure is thoughtfully designed to include a competitive base salary coupled with variable compensation opportunities. This balanced approach ensures a fulfilling and lucrative work environment, aligning individual achievements with the broader organizational success. ​

Please note that the provided salary information serves as a general guideline. Our salary is determined by a candidate's experience and qualifications as well as market and business considerations. The expected pay range is $44,000 - $55,000.

Preferred Qualifications

• Experience in the airline industry
• Experience with airline tariffs, Contracts of Carriage, the Air Carrier Access Act (ACAA) and FARs
• Experience with reservations, customer service and other relevant airline programs and processes

About Hawaiian Airlines

Now in its 95th year of continuous service, Hawaiian is Hawaiʻi's biggest and longest-serving airline. Hawaiian offers approximately 150 daily flights within the Hawaiian Islands, and nonstop flights between Hawaiʻi and 15 U.S. gateway cities – more than any other airline – as well as service connecting Honolulu and American Samoa, Australia, Cook Islands, Japan, New Zealand, South Korea and Tahiti.

Consumer surveys by Condé Nast Traveler and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawaiʻi. The carrier was named Hawaiʻi's best employer by Forbes in 2022 and has topped Travel Leisure’s World’s Best list as the No. 1 U.S. airline for the past two years. Hawaiian has also led all U.S. carriers in on-time performance for 18 consecutive years (2004-2021) as reported by the U.S. Department of Transportation.

The airline is committed to connecting people with aloha by offering complimentary meals for all guests on transpacific routes and the convenience of no change fees on Main Cabin and Premium Cabin seats. HawaiianMiles members also enjoy flexibility with miles that never expire. As Hawai‘i’s hometown airline, Hawaiian encourages guests to Travel Pono and experience the islands safely and respectfully.

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

For media inquiries, please visit Hawaiian Airlines’ online newsroom.