Job Description
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.
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About WASAYA AIRWAYS
Wasaya Airways LP (or in Oji-Cree ᐙᐦᓭᔮ ᐱᒥᐦᓭᐎᐣ (Waaseyaa Bimisewin); unpointed: ᐗᓭᔭ ᐱᒥᓭᐎᐣ) is a 100% First Nations owned domestic airline with its headquarters in Thunder Bay, Northern Ontario, Canada. Its main hubs are the Thunder Bay International Airport and the Sioux Lookout Airport, however, it also offers a charter and cargo service from a base in Red Lake and Pickle Lake. In 2003, Wasaya Airways bought the rights to serve remote First Nations communities from Bearskin Airlines.