Customer Service Representative

**Reservations Agent - Remote** **Department:** Reservations **Status:** Full Time **Location:** Remote **About the Role** We are seeking a dedicated Reservations Agent to join our Customer Care Centre team. Reporting to the Reservations Supervisor, you will play a vital role in processing customer reservations while ensuring all travel arrangements are completed effectively and cost-efficiently in accordance with Wasaya's Customer Care Standards. **Key Responsibilities** **Customer Service & Communication** - Answer phones professionally and promptly, responding to customer requests and inquiries - Provide service information and resolve customer complaints per company policy - Maintain superior telephone manners and strong interpersonal skills - Uphold Wasaya's Customer Care Commitments to internal and external customers **Reservation Management** - Create and manage reservations using established reservation systems - Book and track employee non-revenue travel and buddy passes - Enter payments and transfer credits for reservations - Check aircraft availability and book flights with approved carriers - Prepare and provide detailed travel itineraries **Administrative Duties** - Maintain accurate flight passenger records and non-revenue personnel information - Transmit passenger flight information to Northern Station Agents - Monitor Day of Flight Operations through Wasaya SOCC - Complete monthly client travel reports and assist with billing - Ensure contract maintenance billing accuracy - Attend meetings and record minutes as required **Training & Support** - Assist with new agent training - Liaise with authorized client representatives for travel information - Handle manifests, coordinate with northern agents, and manage email correspondence **Required Qualifications** **Education & Experience** - High school diploma or equivalent - 1-2 years of airline reservations experience preferred (or equivalent combination of post-secondary education and related work experience) **Technical Skills** - Excellent computer skills, MS-Office proficiency preferred - Proficient in internet and email usage - Knowledge of computer reservation systems (Amelia experience is an asset) - Experience with airline or travel agency reservation systems preferred **Essential Skills** - Strong customer service and troubleshooting abilities - Excellent verbal and written communication skills - Superior attention to detail and accuracy - Ability to work under pressure with minimal supervision - Capability to maintain confidentiality and handle sensitive information - Strong team collaboration skills while being able to work independently **Preferred Assets** - Knowledge of regions serviced by Wasaya's scheduled service - Previous airline industry experience - Ability to communicate in Oji-Cree or Ojibway - Experience with or knowledge of First Nations Organizations **Working Conditions** - Remote work capability required - Overtime and on-call availability as needed - Weekend work required - Ability to lift or move up to 10lbs - Manual dexterity required for desktop computer operation Join our team and contribute to delivering exceptional customer service while supporting vital transportation services to northern communities.