Remote Reservations Agent

Job Description:

SUMMARY:

The Reservations Agents are the first contact our customer may have with Cape Air. Therefore, under the direction of the Reservations Manager and Supervisors, the agent will perform assigned duties in a professional and courteous manner. This position may be completed remotely.

PRIMARY RESPONSIBILITIES:

Utilize the tools provided to become familiar with Cape Air’s travel policies and procedures
Learn, understand and complete the process of issuing electronic tickets and making changes to existing tickets using Cape Air’s reservations computer system
Gain knowledge of fares and fare rules pertaining to ticket purchases and exchanges with both Cape Air and other airlines
Work efficiently and courteously with the operations and the ticket counter employees of Cape Air.
Gain an understanding of our relationship with other airlines when we have connection and Codeshare agreements
Properly document records (i.e. Phone number, check in times, correct spelling of names, etc.)
Listen to all customer requests carefully and use these facts to apply policies in such a way as to be flexible to customer needs while balancing other competing considerations
Resolve customer service issues involving all areas of the company striving toward the goal of “first call resolution”
Interact in a kind and professional manner with customers from many different regions while managing communication barriers that may exist (e.g. language)
Understand and utilize tools provided by Cape Air to serve the customer. These tools include Dashboard, HTML EZ, email, and travel policies and procedures
Additional Duties as assigned

QUALIFICATIONS:

Candidates with airline work experience, airline reservation system and/or travel agent experience, preferred
Excellent telephone etiquette and communication skills, required
Excellent computer skills, required
Customer service work history, preferred
Must be a quick learner
Must be able to sit for long periods of time
Fluency in Spanish is a plus
Flexibility of schedule is a must; this position will often require working nights, weekends and holidays
Must exhibit exceptional knowledge of Cape Air and must embody the Cape Air MOCHA HAGoTDI spirit!

Job Ident #: 2000

Company Details

Cape Air

660 Barnstable Road
Hyannis, Massachusetts 02601 USA
www.capeair.com/careers

Our goal is to get you where you want to be as quickly and easily as possible. Since our first flight between Boston and Provincetown in 1989, Cape Air has provided year-round service to some of the most beautiful destinations in the world. Cape Air...

Benefits:
Just a few examples of the benefits we offer include:

Medical & Dental
401K
Disability
Healthclub Discounts
Paid Holidays
Paid Time Away From Work
Reimbursed Volunteer Time
Flexible Spending/Cafeteria Plans
Profit Sharing
Travel Benefits on Cape Air as well as many other airlines!

Supported Manufacturers:
We operate a fleet of Cessna 402s, Britten Norman Islanders, Cessna Caravan Amphibians, and are receiving our first Tecnam P2012 Traveller in Fall 2019.

Supported Models:
Cessna 402, Tecnam P2012 Traveller, Britten Norman Islander

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Job Info

Location

Hyannis, Massachusetts, United States

Type

Permanent

Company Details

Cape Air

660 Barnstable Road
Hyannis, Massachusetts 02601 USA
www.capeair.com/careers

Medical & Dental
401K
Disability
Healthclub Discounts
Paid Holidays
Paid Time Away From Work
Reimbursed Volunteer Time
Flexible Spending/Cafeteria Plans
Profit Sharing
Travel Benefits on Cape Air as well as many other airlines!