Reservations Agent

At Central Mountain Air, we pride ourselves in providing vital air connectivity to remote communities nestled within the stunning landscapes of Alberta and British Columbia. Our commitment to safety, reliability, and exceptional customer service is at the core of everything we do. Join our dedicated team and become an integral part of bringing people together and fostering economic growth in these unique regions. We are currently seeking a Full-Time Reservations Agent to join our team at our Calgary, AB base.

The Reservations Agent role is comprised of working in an office setting, answering telephone calls and fielding passenger concerns before they are escalated. Your keen interest in resolving a concern before it becomes an issue is what sets you apart and will make your days fly by**Responsibilities**:_
- Provide a stress-free and positive experience by anticipating guest needs and provide genuine, customized service for every customer call.
- Utilize our web-based reservations tool to facilitate any booking inquiries, routing changes or modifications as per customer requests.
- Handle questions not only from passengers, but Travel Agents and our own CMA bases and other departments with tact and a ‘can-do’ attitude.
- Ensure Central Mountain Air policies and procedures are followed in line with the rules and regulations of governing bodies (i.e. Transport Canada) and our own Domestic Tariff.
- Organize the timely communication of changes or cancellations to flight times or routing to affected passengers.
- Handle concerns with empathy and solve guest challenges with empowerment.
- Be a driver for change and assist with documenting processes as they are established.
- Demonstrate a positive attitude and commitment to teamwork in a friendly and caring atmosphere.
- **Job Requirements**_
- A positive and passionate personality, with the natural ability to communicate with people.
- Proven experience in a customer service industry, with no less than 2 years’ experience in a guest facing role.
- A demonstrated proficiency with computers, and recent experience working within a Windows based software environment.
- Intermediate to advanced proficiency in Microsoft Office Suite.
- Personal flexibility to work a variety of shifts which includes early mornings, days, late evenings, weekends, and holidays.
- An ability to multitask in a fast paced, time-sensitive environment.
- Fluency in the English language, both orally and written (fluency in another language will be considered an asset)
- **Benefits of Working at Central Mountain Air (part-time employees)**_
- Full health benefits package consisting of extended health, dental, short-term disability, long term disability, life insurance and travel emergency medical insurance
- Group Retirement RRSP contribution matching program
- Corporate rates with Good Life Fitness
- Competitive sick and personal leave benefits
- Employee Family Assistance Program
- **Travel Benefits**_
- Standby travel within Central Mountain Air network for employees, their eligible family members, and their buddies (not including fees and taxes)
- Free cargo shipping for employees on CMA flights
- Standby travel for employees and eligible family members on other airlines around the world
- Additionally, employees are eligible for discounts with various hotels and agencies that offer cruises and all-inclusive holidays.
- Central Mountain Air is committed to diversity and inclusion in our workplace. We strive to create a supportive, accessible, and fulfilling work environment that recognizes and celebrates the unique contributions of each employee to our company’s success. If you require accommodation during the selection process, please let us know. _

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Ability to commute/relocate:

- Calgary, AB: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (required)
- Call center: 1 year (required)

Work Location: In person