SUMMARY:

Reservations Agents are often the first point of contact our customers have with the company. Agents should use active listening skills when addressing customers over the phone. Ensuring accurate, professional, and courteous communications in every interaction.

Some interactions present unique challenges—agents are expected to embody the MOCHA HAGoTDI spirit by providing clear and empathetic communication. Whether calling for booking assistance, disruption recovery, or questions about airline policies, it is our role to provide guidance and support.

PRIMARY RESPONSIBLITIES:

•    Utilize the tools and resources 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 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 all employees of Cape Air.

•    Gain an understanding of our relationships with other airlines (Interline & Codeshare Agreements)

•    Properly document records (i.e. Phone number, check in times, spelling of names, etc.) during each interaction

•    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 airline considerations

•    Resolve customer service issues, 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.  (i.e. Teams, SmarterU, email, and the .ORG).

•    Additional Duties as assigned

QUALIFICATIONS:

•    Candidates with airline work experience, airline reservation system and/or travel agent experience

•    Excellent telephone etiquette and communication skills

•    Excellent computer skills

•    Customer service work history

•    Must be a quick learner

•    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!