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  • Remote Reservations Agent

    Posted: 05/13/2022

    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.

    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

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