Job Purpose/Objective
Aloha! Roberts Hawaii is looking for Express Reservations Agent. This position is the primary
voice and initial experience for all customer and/or Agent reservations. Express Agents
communicate verbally and in writing with all customers, vendors and other Roberts Hawaii
departments. Express Agents primarily answer incoming calls, check and process orders received
via departmental email, fax and website portal. Reservation requests are handled with excellent
customer service and must therefore be handled in a timely manner, with attention to detail
accuracy and follow through.
Minimum Requirements:
 High school diploma or GED
 Able to type a minimum of 40wpm accurately
 Possess a pleasant demeanor and tone of voice
 Computer literate and proficient with Outlook, internet, Word, Excel
 Familiarity with working basic office equipment and machines
 Quick learner and ability to organize information for professional use and reference.
 Able to work a flexible work schedule including nights and weekend hours
 Able to add, subtract and multiply
 Able to read, write and communicate clearly and effectively
 Able to multi-task and prioritize according to an ever changing work load and business
demands. Previous experience in customer service position
 Able to work in a fast-paced environment
Essential Job Functions
 Able to book all reservations for all Roberts Hawaii Express products
 Understand and adhere to company and department policies and procedures.
 Answer incoming calls:
o Reconfirm reservation information with customer via phone, web confirmation or
email
o Process payment from customer
 Escalate reservation and operational challenges and issues to Lead, Supervisor,
 Manager and/or Director for resolution
 Attend training for customer service, systems, new products and services and other
 areas as needed
 Complete daily tasks as assigned.
o Complete OS Ticket assignments.
o Check email frequently for product and operational updates
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Work requires extended time performing computer and phone work
o Bi-lingual candidates are desired
Builds customer confidence, is committed to increasing customer satisfaction, sets
achievable customer expectations, assumes responsibility for solving customer problems,
ensures commitments to customers are met, solicits opinions and ideas from customers,
responds to internal customers
Has a global view and is comfortable and effective working with global partners,
understands global markets and international considerations.
Forward special email requests to Groups department, Supervisor, Manager or
Compile and send manifests to the appropriate parties and departments who need to know
Working Conditions/Job Environment
 Air Conditioned office - incumbent is subject to inside environmental conditions:
 Sedentary work - Must be able to sit for extended periods of time
 General office equipment and supplies
 Visual Acuity - Exposure to potential eye strain and muscle strain due to constant use of
computer.
 Talking: Expressing or exchanging ideas by means of the spoken word.
 Those activities in which they must convey detailed or important spoken instructions to
other workers accurately, loudly, or quickly.
 Hearing: Perceiving the nature of sounds at normal speaking levels or without correction.
Ability to receive detailed information through oral communication, and make fine
discriminations in sound.
 Some remote work may be necessary
Apply Now!
Fill out our application at: www.robertshawaii.com/careers
Email us at [email protected] or come in person to: Roberts Hawaii Inc., 680
Iwilei Rd. Suite 700, Honolulu, HI 96817
The above information on this description has been designed to indicate the general nature and level of work
performed by an employee in this classification. lt is not to be interpreted as a comprehensive inventory, or all
duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to,
revise, or delete information in this description Reasonable accommodations will be made to enable qualified
individuals with Disabilities to perform the essential functions of this position.
It is Roberts Hawaii (“Company”) policy to seek and to employ the most qualified individuals from the available
labor force and to provide them with an opportunity for advancement, including upgrading, promotion, training,
and when necessary, discipline, in a manner which does not discriminate because of race, color, religion, sex, age,
national origin, ancestry, marital status, arrest and court record (except as provided in HRS 378-2.5 and 378-3),
disability, sexual orientation, gender identity or expression, lactation, credit history or credit report (except as
provided in HRS 378-2.7 and 378-3), military service, or other grounds protected by State or Federal Equal
Employment Opportunity laws, unless there are specific Bona Fide Occupational Qualifications (BFOQ) or other
exceptions or exclusions prescribed by law. Our policy of non-discriminatory treatment also applies to our
customers, suppliers, vendors, or any third party on the basis of the individual’s race, sex gender identity or
expression, sexual orientation, lactation, color, religion, ancestry, religion, or disability.
EOE/AA/M/F/Vet/Disability