Offer summary

Qualifications:

Candidates with airline work experience or travel agent experience preferred., Excellent telephone etiquette and communication skills are required., Strong computer skills are essential for the role., Fluency in Spanish is a plus, and flexibility in schedule is necessary..

Key responsibilities:

Utilize tools to understand Cape Air’s travel policies and procedures.

Issue electronic tickets and make changes using the reservations system.

Resolve customer service issues aiming for 'first call resolution'.

Interact professionally with customers while managing communication barriers.

Job description

SUMMARY:

The Reservations Agents are the first contact our customer may have with Cape Air. Therefore, under the direction of the Reservations Manager and Supervisors, the agent will perform assigned duties in a professional and courteous manner. This position may be completed remotely.

PRIMARY RESPONSIBILITIES:

Utilize the tools provided to become familiar with Cape Air’s travel policies and procedures
Learn, understand and complete the process of issuing electronic tickets and making changes to existing tickets using Cape Air’s reservations computer system
Gain knowledge of fares and fare rules pertaining to ticket purchases and exchanges with both Cape Air and other airlines
Work efficiently and courteously with the operations and the ticket counter employees of Cape Air.
Gain an understanding of our relationship with other airlines when we have connection and Codeshare agreements
Properly document records (i.e. Phone number, check in times, correct spelling of names, etc.)
Listen to all customer requests carefully and use these facts to apply policies in such a way as to be flexible to customer needs while balancing other competing considerations
Resolve customer service issues involving all areas of the company striving toward the goal of “first call resolution”
Interact in a kind and professional manner with customers from many different regions while managing communication barriers that may exist (e.g. language)
Understand and utilize tools provided by Cape Air to serve the customer. These tools include Dashboard, HTML EZ, email, and travel policies and procedures
Additional Duties as assigned

QUALIFICATIONS:

Candidates with airline work experience, airline reservation system and/or travel agent experience, preferred
Excellent telephone etiquette and communication skills, required
Excellent computer skills, required
Customer service work history, preferred
Must be a quick learner
Must be able to sit for long periods of time
Fluency in Spanish is a plus
Flexibility of schedule is a must; this position will often require working nights, weekends and holidays
Must exhibit exceptional knowledge of Cape Air and must embody the Cape Air MOCHA HAGoTDI spirit!

Required profile