Central Support Agent

2 days ago

Calgary, Canada Swoop Full time

Life at Swoop

When you work for Swoop, you’re part of something big. We’re a small airline with a big dream of bringing Canadians the freedom to travel where life takes them. We are innovators, collaborators, risk-takers and entrepreneurs who act with integrity and always put safety first.

Whether you are painting the skies magenta on a Swoop Boeing 737-800 or working at our Calgary HQ, we all play a role in upholding our values, mission and most importantly, disrupting the Canadian aviation industry through affordable travel.

Swoop is wholly owned subsidiary of the WestJet Group but make no mistake, we march to the beat of our own drum. At Swoop, our-day-to-day operations are vastly different and deliberately separate, but carefully aligned to complement the big-picture strategy of the WestJet Group.

Life at Swoop

When you work for Swoop, you’re part of something big. We’re a small airline with a big dream of bringing Canadians the freedom to travel where life takes them. We are innovators, collaborators, risk-takers and entrepreneurs who act with integrity and always put safety first.

Whether you are painting the skies magenta on a Swoop Boeing 737-800 or working at our Calgary HQ, we all play a role in upholding our values, mission and most importantly, disrupting the Canadian aviation industry through affordable travel.

Swoop is wholly owned subsidiary of the WestJet Group but make no mistake, we march to the beat of our own drum. At Swoop, our-day-to-day operations are vastly different and deliberately separate, but carefully aligned to complement the big-picture strategy of the WestJet Group.

The Central Support Agent role is to minimize the impact of flight delays and cancellations on our people and Travellers by providing safe, seamless, and efficient traveller-recovery, support, and communication. The Central Support Agents are responsible to formulate Irregular Operations (IROP) contingency plans in conjunction with the Operations Coordinators, Airport Supervisors, and Airport agents. Each Central Support Agent shall strive towards creating connections that make a positive difference.

CST Agents provide remarkable service to our internal and external travellers by providing technical support for all of Swoop airport agents and supervisors throughout Swoops airport network.

**Responsibilities**:
Operational Support:

- Monitor, identify and respond to all irregular operations (IROPs) that impact traveller experience
- Develop and implement traveller re-accommodation plans during IROPs in conjunction with the other teams in the Operations Control Center (OCC)
- Communicate traveller-specific IROP impacts and coordinate traveller recovery before and during an IROP
- Collaborate and communicate with the Airports regarding IROP re-accommodation plans with an objective to preserve the Swoop traveller experience and operational performance
- Coordinate IROP traveller services such as hotel, ground transportation and alternate carriers when required
- Complete the Central Support Team
- Emergency Response check-list when required for the purpose of securing the flight manifest in the event of a Category A or B incident
- Coordinate all charter manifesting and offline airports support
- Provide Airports with identification and entrance requirement support for trans-border and International flights
- Update and maintain Government watch lists
- Respond to all inquiries from customs and immigration regarding Swoop airports or travellers
- Perform ad-hoc tasks as requested by the OCC Leader
- Provide technical and troubleshooting support to internal teams; Airport agents, airport supervisors, airport management, and other Swoopsters
- Adhoc projects as assigned.

Baggage Support:
A focus and priority will be communication with travellers over mishandled baggage incidents and settlements. In addition:

- Support WO airport agents and supervisors with escalated baggage incidents and applicable processes
- Mitigate the mishandling of traveller’s baggage by communicating with all necessary touch points to safely and quickly route baggage to traveller
- Assess and complete investigations and settlements with travellers for lost or damaged baggage claims
- Communicate formal written or verbal responses to all travellers affected by mishandled baggage
- Keep current on Swoop Domestic Tariffs and Transborder/International Montreal Convention as they relate to baggage services

**Qualifications**:

- Previous experience in Airports, Operations, IROP Recovery, or Guest experience is considered an asset
- Swoop operational experience is considered na asset
- Proficiency or training in Navitaire suite (SkySpeed, GoNow, Utilities, SkyReports) is considered an asset
- French and/or Spanish language fluency (written and oral) is an asset.
- Demonstrated ability to provide exceptional traveller service
- Demonstrated ability to communicate clearly and professionally
- Demonstrated ability to multitask and

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