Customer Solutions Specialist

**Want to be part of a team that's changing the way Canada travels?**

As Canada’s largest independent ultra-low-cost airline, that’s exactly what we’re doing at Flair Airlines. By consistently offering airfares that are a fraction of the ticket prices of “those other airlines”, we are making air travel an affordable option for millions of couch-bound Canadians.

Yes, we’re an airline, but we truly believe that our product is our people. Low fares are important, but it takes great people delivering consistently outstanding customer-focused service to build brand loyalty.

Reporting to the Customer Solutions Supervisor, the **Customer Solutions Specialist (CSS)** is responsible for overseeing the day-to-day operations within the reservation system, and guiding airports teams to ensure day-of reservations are intact. This role will act as a liaison, provide information, and resolve any emerging problems that clients and passengers might face with accuracy and efficiency. The CSS will also be the point of escalation for all Irregular Operations pertaining to passenger recovery.

This role requires a high-energy self-starter who is a committed business professional with proven experience and can deliver effective and timely results.

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

- Handle customer inquiries, issues, and complaints to ensure high customer satisfaction
- Provide accurate, valid, and complete information regarding travel arrangements to clients and passengers
- Provide support to station customer service agents
- Resolve current reservation issues and future forecasted reservations
- Deal with flight cancellations, delays and provide assistance to clients and passengers
- Process returns flight documentation for crew and clients
- Maintain highly accurate and well-documented customer records
- Keep current on Flair Airlines' domestic and international Tariffs
- Irregular Operations (IROP) Recovery includes, but is not limited to, hotel requests/approvals, mass movements/rebooking passengers according to Flair’s processes and agreements
- Assign seat to passenger
- Verify suspicious and fraudulent transactions
- Support vetting travelers in accordance with Canada’s Passenger Protect Program
- Connecting passenger reports
- Completing daily tasks in a timely manner

**Secondary Job Functions**:

- Liaise with SOCC for IROPS from a passenger experience perspective
- Track station performance, as required
- Review the current day and following day itineraries to ensure the date of birth is attached to each passenger’s reservation
- Other duties and assignments, as required

**Qualifications and Education Requirements**:

- Must have strong analytical and problem-solving skills
- Ability to communicate effectively and professionally with clients, guests, peers, and other stakeholders
- Ability to focus on tasks and handle interruptions and changes in priorities
- Capacity to work in a high-stress, ever-changing work environment
- Ability to work shift work, including irregular hours and overtime when required
- Intermediate knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Knowledge of the Canadian Aviation Regulations (CAR’s) is considered an asset
- Knowledge of the Air Passenger Protection Regulation (APPR) is considered an asset
- Post-secondary education in a related field is preferred
- Previous Airline Operations experience or Reservation support experience is preferred

**Job Types**: Permanent, full-time

**Level**: Entry Level

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

**Starting wage**:$21.00 per hour

**Schedule**: 10.5-hour shifts, rotating schedule, including weekends and general holidays

**_
Flair Airlines offers a competitive compensation package including medical and dental benefits, short and long-term disability, life insurance, dependent life insurance, employee & family assistance program, a defined contribution pension plan (matched contributions), and a staff travel program._**

**How to Apply**:
We look forward to meeting you at Flair Airlines