Swoop Careers Calgary | Central Support Agent, Canada

Swoop

Job Description

When you work for Swoop, you’re a part of an entrepreneurial startup where nimble, bold, collaborative and digitally-focused are just a few of the words we use to summarize how we roll. Swoop is a wholly owned subsidiary of the WestJet Group (TSX: WJA) 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 group.

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Showcase innovative problem solving and overall mastery of Swoop’s tools and resources.

• Effectively research and guide Swoop Airports agents through decision making

• Facilitate solutions that Airports Agents are unable to complete in the reservation system

• Provide technical and troubleshooting support to internal teams including Airports, Contact Centre and OCC

• Provide Airports with identification and entrance requirement support for trans-border and International flights & additional consultation on exceptions to Timatic

• Monitor, identify and respond to all irregular operations (IROPs) that impact Traveler experience

• In conjunction with other stakeholders including Airports and OCC, develop and implement Traveller re-accommodation plans during IROPs, to preserve the Swoop Traveler experience and operational performance

• Coordinate IROP Traveller services such as meal vouchers, hotel, and ground transportation Identify root cause to trends/issues and communicate recommendations for changes and enhancements

• Create, prepare, and edit formal written responses to Traveller feedback presented to Swoop via social media channels and e-mail

• Call out to Travellers with special needs or those requiring special assistance

• Notify Travellers of any delay and cancellation information

• Triage/resolve baggage issues/inquiries from travelers and coordinate escalation as required

• Ad hoc duties as assigned to support our evolving business.

Job Requirements

• Strong attention to detail and exceptional verbal and written communication skills

• Ability to work with minimal supervision

• An eagerness to learn and help others grow

• Strong decision making and analytical skills with proven experience managing conflict with internal and external customers

• Ability to work in a fast-paced ever-changing environment

• Demonstrated ability to provide exceptional Traveller experience

• Demonstrated ability to multitask and solve complex operational and Traveller service problems under pressure

• Demonstrated ability to be effective when working independently and in a team environment

• Intermediate Navitaire New Skies experience an asset

• Intermediate skill level with Microsoft Office applications

• Experience with Sabre Movement Control is an asset

• Previous experience in a contact centre or support desk environment an asset

• Previous experience with an airline is an asset

• Ability to work shift work, including overnights, to support a 24/7 operation is essential

Job Details

Company: Swoop

Employment Type: Full-time

Job Location: Calgary, AB, Canada

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Swoop Jobs Calgary | Traveller Support Agent - Part-time

Swoop

Job Description

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.

Duties and Responsibilities

Your main responsibilities in this role include the following:

• 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.

Job Requirements

• 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.

Job Details

Company: Swoop

Employment Type: Part-time

Job Location: Calgary, AB, Canada

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