Traveller Support Agent - Jobs in Calgary, AB

Job Description

Life at SwoopWhen you work for Swoop, you’re part of something big. We’re a small airline with a big dream of bringing Canadians the freedom to travel where life takes them. We are innovators, collaborators, risk-takers and entrepreneurs who act with integrity and always put safety first.Whether you are painting the skies magenta on a Swoop Boeing 737-800 or working at our Calgary HQ, we all play a role in upholding our values, mission and most importantly, disrupting the Canadian aviation industry through affordable travel.Swoop is wholly owned subsidiary of the WestJet Group but make no mistake, we march to the beat of our own drum. At Swoop, our-day-to-day operations are vastly different and deliberately separate, but carefully aligned to complement the big-picture strategy of the WestJet Group.Swoop Traveller Support Agents provide exceptional service to both internal and external customers. They are subject matter experts who support the contact center with general questions, manage specialty bookings and assist with escalations. They respond to traveller queries via email and social media. They also manage all Canadian Transportation Agency (CTA) and US Department of Transportation (DOT) complaints and manage situations with legal complexity.Key Responsibilities:

• Social media support - respond to all travellers who reach out to us via Twitter and Facebook;
• Accommodation bookings and support - complete accommodation and seating bookings for special needs travellers;
• Navigating and interpreting of Transport Canada (TC), CTA, DOT, Swoop tariffs and other legal documentation in order to address Canada Transport Agency, Department of Transportation, legal counsel or traveller injury complaint;
• CTA Support - fulfill CTA requests via email providing traveller responses, documentation, correspondence, notes and other pertinent information;
• Escalation Support - Assist escalated travellers when tier one support is not able to come to resolution;
• Complaint Resolution Official - official representative for the airline managing all disability complaints. Act as Complaints Resolution Official (CRO) addressing complaints under the Air Carrier Access rules;
• Assistive Animal Bookings and Support - ESAN / SVAN - review documentation, approve requests and provide additional seating/space as required/follow up with travellers. Complete bookings as needed;
• Traveller Reimbursement Claims - review and complete traveller reimbursement requests as needed;
• Research, create, prepare, and edit formal written and verbal high-level responses to traveller feedback;
• Contact Centre (CC) Support - assist CC with overrides, tech assistance, General Resource (GR) clarification.

Professional Experience & Qualifications:

• Proven excellent communication skills both written and verbal;
• Proven ability to prioritize by shifting tasks as business dictates and to keep track of multiple communication types and open files;
• Advance understanding of all social media platforms;
• Problem solving and resolution ability;
• Willingness and aptitude for effectively managing emotionally charged conversations;
• Requires sensitivity to potentially highly visible traveller contacts;
• A demonstrated comfort with the navigation and interpretation of CTA, TC, Department of Homeland Security (DHS), internal tariff’s and legal documentation;
• Strong organization skills and record keeping habits e.g.) keeping emails and summaries of conversations with internal and external guests on hand, current and available for quick retrieval for escalation or legal purposes;
• 1-3 years of airline and customer service experience is considered an asset;
• Intermediate level knowledge of Excel and Word;
• Above average understanding of general airline operations and the ability to thoughtfully and concisely explain operational procedures to travellers.

Let’s talk dollars and cents.At Swoop, we’re committed to offering a fair and competitive total compensation package that starts with a solid base salary, and complemented by perks like performance based profit sharing, a company-matched savings plan, flexible group benefits and of course, flight privileges.We celebrate differences and diversity.Swoop is an equal-opportunity employer, and our workplace culture is one where diversity and differences are embraced, appreciated and celebrated. We do not discriminate based upon race, religion, colour, national or ethnic origin, sex, sexual orientation, gender, gender identity, gender expressions, transgender status, marital or family status, disability, age or convictions for which a pardon has been granted.Swoop has suspended its Covid-19 Vaccination Policy to align with the federal governments suspension of vaccine requirements for federally regulated employees. This relaxation of vaccination requirements is a suspension not a dissolution. Should the federal government reinstate a vaccine requirement based on the latest public health advice and science, so too will the WestJet Group.Quick Apply

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