Customer Solutions Specialist

**Are you ready to take your career to new heights?**

**Job Title**: Customer Solutions Specialist

**Department**: Commercial

**Location**:Edmonton, AB (YEG)

**Work Arrangement**:This role is primarily based in the office environment.

**Position Overview**:
The Customer Solutions Specialist (CSS) is tasked with managing day-of operations across reservation, departure control, flight, and disruption systems, supporting various teams to maintain operational continuity throughout the day. Acting as a crucial liaison between Airports, the Operational Control Center, and customer service, the CSS ensures accurate and efficient resolution of any issues or inquiries that clients and passengers encounter. This role serves as the primary point of contact for all Irregular Operations related to passenger recovery.

We are seeking a high-energy, self-motivated professional with a strong commitment to delivering effective and timely results, backed by proven experience in a similar role.

**Primary Job Functions**:
The duties of the **Customer Solutions Specialist **include:

- Provide station reservation support, including fixing day-of and 24-hour reservation issues.
- Offer accurate, valid, and complete information to clients and passengers.
- Process return flight documentation for crew and clients.
- Maintain highly accurate and well-documented customer records.
- Handle IROP (Irregular Operations) recovery, such as hotel requests/approvals and rebooking passengers per Flair's processes and agreements.
- Complete daily tasks promptly.
- Coordinate Hotel and Meal vouchers as required.
- Communicate IROPs to passengers if a flight is impacted by 30 minutes, following APPR/CTA regulations.
- Manage Passenger Seat Assignments, suspicious transactions/fraudulent transaction verification processes, SATA list, and Connecting Passenger Reports.
- Collaborate with SOCC (System Operations Control Center) for IROPs from a passenger experience perspective, such as proactively requesting a 15-minute hold to promote passenger connectivity and communicating the hold to the station.
- Track station performance as needed.
- Review current day and following day reservations to ensure each passenger has a date of birth attached.
- Perform other duties and assignments as required.

**Qualifications & Requirements**:

- **
Education**:

- High school diploma or GED equivalent
- ** Experience**:

- Minimum of three (3) years of experience in customer service roles, with a focus on handling customer inquiries, complaints, and escalations.
- Prior experience in the airline or travel industry is highly preferred, with knowledge of airline operations, reservation systems, and flight scheduling.
- Proven track record of delivering exceptional customer service, resolving complex issues, and maintaining a positive customer experience
- Ability to thrive in a fast-paced environment, adapt to changing priorities and collaborate effectively with cross-functional teams to achieve customer satisfaction goal
- Intermediate knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- ** Skills & Abilities**:

- Demonstrated ability to work effectively in a high-stress, deadline-driven, ever-changing work environment while prioritizing tasks and assignments
- Strong communication skills and the ability to build effective working relationships with a variety of stakeholders
- Ability to think outside the box and propose new ideas and solutions, showcasing a proactive and forward-thinking approach.
- Able to make clear-cut and timely decisions with the appropriate amount of information.
- ** Competencies**:

- Leading as a Flair teammate by demonstrating collaborative behavior and modeling the company's values in all interactions
- Maintaining diverse relationships with peers and stakeholders to foster effective communication and collaboration
- Delivering results with impact by setting clear goals, prioritizing tasks effectively, and continuously striving for improvement in performance and outcomes
- ** Requirements**:

- Clear criminal record check and satisfactory employment references
- Must be legally eligible to work in Canada without restriction

**Why Join Flair Airlines**:
At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement. Additionally, we offer a comprehensive benefits package, **effective on your first day of employment**, which includes:

- Competitive compensation package including medical and dental benefits, both short and long-term disability coverage, life insurance, dependent life insurance, and an employee & family assistance program.
- Pension plan with matched contributions.
- Individualized performance bonuses based on achievements.
- Attractive referral incentive program.
- Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair