Swoop Jobs – Central Support Agent

Job Description:

The Central Support Agent role is to minimize the impact of flight delays and cancellations on our people and Travellers by providing safe, seamless, and efficient traveller-recovery, support, and communication. The Central Support Agents are responsible to formulate Irregular Operations (IROP) contingency plans in conjunction with the Operations Coordinators, Airport Supervisors, and Airport agents. Each Central Support Agent shall strive towards creating connections that make a positive difference.
The Central Support team’s secondary role is traveller recovery for mishandled baggage incidents; delayed/lost, damaged, missing articles. Agents play a crucial role in traveller recovery through phone and email conversations traveller disrupted by mishandled baggage. The CST team works closely with airport agents, supervisors, and managers by providing support for escalated baggage incidents and facilitation of baggage movement around Swoops network.
CST Agents provide remarkable service to our internal and external travellers by providing technical support for all of Swoop airport agents and supervisors throughout Swoops airport network.

Job Responsibilities:

• Coordinate all charter manifesting and offline airports support
• Provide Airports with identification and entrance requirement support for trans-border and International flights
• Monitor, identify and respond to all irregular operations (IROPs) that impact traveller experience
• Develop and implement traveller re-accommodation plans during IROPs in conjunction with the other teams in the Operations Control Center (OCC)
• Perform ad-hoc tasks as requested by the OCC Leader
• Provide technical and troubleshooting support to internal teams; Airport agents, airport supervisors, airport management, and other Swoopsters
• Assess and complete investigations and settlements with travellers for lost or damaged baggage claims
• Communicate formal written or verbal responses to all travellers affected by mishandled baggage
• Keep current on Swoop Domestic Tariffs and Transborder/International Montreal Convention as they relate to baggage services
• Coordinate IROP traveller services such as hotel, ground transportation and alternate carriers when required
• Complete the Central Support Team- Emergency Response check-list when required for the purpose of securing the flight manifest in the event of a Category A or B incident
• Adhoc projects as assigned.
• Mitigate the mishandling of traveller’s baggage by communicating with all necessary touch points to safely and quickly route baggage to traveller
• Communicate traveller-specific IROP impacts and coordinate traveller recovery before and during an IROP
• Collaborate and communicate with the Airports regarding IROP re-accommodation plans with an objective to preserve the Swoop traveller experience and operational performance
• Update and maintain Government watch lists
• Respond to all inquiries from customs and immigration regarding Swoop airports or travellers

Job Requirements:

• 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
• Previous experience in Airports, Operations, IROP Recovery, or Guest experience is considered an asset
• Swoop operational experience is considered na asset
• Intermediate skill level with Microsoft Office applications
• French and/or Spanish language fluency (written and oral) is an asset.
• Very strong team work and interpersonal skills
• Ability to sit for long periods of time and handle high call volumes
• Demonstrated ability to provide exceptional traveller service
• Demonstrated ability to communicate clearly and professionally
• Proficiency or training in Navitaire suite (SkySpeed, GoNow, Utilities, SkyReports) is considered an asset
• French and/or Spanish language fluency (written and oral) is an asset.

Job Details:

Company: Swoop

Vacancy Type:  Full Time

Job Location: Calgary, AB, CA

Application Deadline: N/A

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