New Posting - Wasaya Airways

CUSTOMER CARE SPECIALIST

– THUNDER BAY, YQT

POSTING NUMBER: SALES-03-17 STATUS: INTERNAL/EXTERNAL COMPETITION

POSTING CLOSING DATE: August 18, 2017

AFFILIATION: NON-UNION HOURS PER WEEK: 40 (Full-Time)

SALARY GROUP: A HOURLY RATE: $15.04

POSITION SUMMARY:

Under the direction of the Director of Customer Care, this position is responsible for the processing of reservations for customers at the Wasaya Customer Care centre. This position also responsible for ensuring all clientele travel arrangements are completed in effective and cost efficient manner while upholding Wasaya’s Customer Care Standards.

MAJOR RESPONSIBILITIES:

• Answer phones professionally and promptly

• Respond to customer requests and inquiries, provide service information as needed

• Fax manifests, contact northern agents, reply to emails

• Assisting with new agent training

• Book and track employee non-revenue travel and buddy passes

• Entering payments and transferring credits for reservations

• Create reservations on an established reservation system

• Ensure that all customers are aware of travel policies and procedures

• Track and maintain flight passenger records as they pertain to reservations

• Transmit all passenger flight information to Northern Station Agents

• Maintain all non-revenue personnel information

• Resolve customer complaints as per company policy

• Liaise with authorized client representative(s) to obtain information on client and staff travel

• Check/seat aircraft availability with various approved air carriers

• Book flights with appropriate carrier

• Prepare and provide travel itineraries to clients network

• Monitor Day of Flight Operation through Wasaya SOC

• Record and report all details including air carrier billing particulars

• Assist with client billing

• Complete monthly reports on clients travel

• Attend meetings and record minutes as required

• Ensure that contract maintenance billing is accurate and forwarded to accounting for processing

• Perform and uphold Wasaya’s Customer Care Commitments to both internal and external customers

• Any other related duties as assigned

QUALIFICATIONS:

Education/Experience:

▪ High school diploma or equivalent

▪ 1-2 years previous airline reservations experience or an equivalent combination of related post-secondary education and work experience

Skills/Abilities:

• Strong customer service and troubleshooting skills

• Knowledge of the region serviced by Wasaya’s scheduled service

• Must possess excellent communication skills

• Superior telephone manners and strong interpersonal skills

• Excellent computer skills, MS-Office preferable, proficient in use of internet and email

o Knowledge of various computer reservation systems preferably experience with Amelia is an asset

o Knowledge with airline or travel agency reservation systems preferred

• Able to work in a team environment, as well as unsupervised

• Able to maintain accurate records and uphold customer confidentiality

• Able to effectively communicate both verbally and in writing

• Able to work well under pressure and with minimal supervision

• Strong attention to detail

• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times

Assets:

• Ability to communicate in Oji-Cree or Ojibway

• Previous airline experience is an asset

• Previous experience with and/or knowledge of First Nations organizations is an asset

CONDITIONS OF EMPLOYMENT:

• Overtime as required; on call

• Weekend work is required

• Some travel is required

• Ability to life or move up to 10 lbs

• Manual dexterity required to use desktop computer and peripherals

Applications must reference the competition number and be submitted by 4:30 p.m. on the closing date to the attention

of:

People Department

Wasaya Airways LP

201 Kelner Place

Thunder Bay, Ontario, P7E 6V3

Applications may be sent by mail, dropped off at the address indicated above, faxed to 807-475-7093 or emailed to careers@wasaya.com

For more information on employment opportunities at Wasaya Airways visit our website at

http://wasaya.com/careers/

Applications received for this position will only be acknowledged if you are being contacted for an interview.

As a 100% First Nation owned organization, it is the policy of Wasaya Airways LP to hire the most qualified candidate for the position, but to give preference to First Nation candidates, especially those from our owner communities. Reasonable accommodations are available upon request for all parts of the recruitment process.