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3 months ago
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Reservations Support Specialist


Sun Country Airlines
Location: Eagan, Minnesota
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
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Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Provide 24 hour Reservations support to Airport stations, Reservations and FAA

* Demonstrate a high level of communication with other operational departments, i.e.; SOC, AOC, Charters, Distribution, etc.

* Proactively assist Reservations Call Center phone support during times of high call volume

* Ability to handle customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution

* Proficient use and understanding of various applications and processes

* Assist with inventory adjustments

* Mitigate all customer service failures due to Irregular Operations. Assist with irregular booking and ticket issues that arise

* Participate in supplier briefings, seminars, destination familiarization trips, and meetings to remain current with product information, sales information, customer service skills, and computer changes and updates

* Assist customers with technical website and mobile navigation inquiries

* Within the SCA reservations system (Sabre), process customer notification for schedule changes including itinerary and seat re-accommodations, support ancillary fees and applications, queue management

* Be knowledgeable of regulations regarding accessibility and work with customers requesting special assistance

* Create various reports

* Coordinate communication of weather waivers with SOC and Management

* Provide back office support for SCV bookings

* Provide chat support to Reservations Specialists

* Monitor inclement weather for our scheduled station locations

* Be prepared for all operation, safety and general SCA information questions from internal and external customers

* Work in a respectful, collaborative way with team members

* Other duties and projects assigned by the Manager, Supervisor, or Central Reservations Control Lead

* Maintain Sun Country Airlines' image of safe, economical air transportation at all times

Competencies:

* Ability to prioritize work

* Excellent oral and written communication, organizational, problem solving skills

* Must be a highly motivated, self-starter, work effectively with minimal supervision, able to perform and communicate effectively within a multi-tasking environment under stressful situations

* Maintain positive relationships with other departments

* Knowledge of Sun Country Vacations' programs, policies, procedures, and reservation systems

Qualifications:

* Must be at least 18 years of age and speak fluent English

* College degree and/or two years related customer sales experience; or equivalent combination of education and experience

* Must be computer literate (Microsoft applications, Sabre, Pacific)

* A professional appearance and attitude at all times

* Available to work a rotating shift averaging 40 hours per week (including nights, weekends and holidays)

* Able to work beyond scheduled shift time to accommodate flight operations and staffing shortages

* Minimum typing speed of 35 wpm with accuracy

* Qualified candidates must pass a criminal history background check

Preferred Education and Experience: Airline call center experience preferred

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Provide 24 hour Reservations support to Airport stations, Reservations and FAA

* Demonstrate a high level of communication with other operational departments, i.e.; SOC, AOC, Charters, Distribution, etc.

* Proactively assist Reservations Call Center phone support during times of high call volume

* Ability to handle customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution

* Proficient use and understanding of various applications and processes

* Assist with inventory adjustments

* Mitigate all customer service failures due to Irregular Operations. Assist with irregular booking and ticket issues that arise

* Participate in supplier briefings, seminars, destination familiarization trips, and meetings to remain current with product information, sales information, customer service skills, and computer changes and updates

* Assist customers with technical website and mobile navigation inquiries

* Within the SCA reservations system (Sabre), process customer notification for schedule changes including itinerary and seat re-accommodations, support ancillary fees and applications, queue management

* Be knowledgeable of regulations regarding accessibility and work with customers requesting special assistance

* Create various reports

* Coordinate communication of weather waivers with SOC and Management

* Provide back office support for SCV bookings

* Provide chat support to Reservations Specialists

* Monitor inclement weather for our scheduled station locations

* Be prepared for all operation, safety and general SCA information questions from internal and external customers

* Work in a respectful, collaborative way with team members

* Other duties and projects assigned by the Manager, Supervisor, or Central Reservations Control Lead

* Maintain Sun Country Airlines' image of safe, economical air transportation at all times

Competencies:

* Ability to prioritize work

* Excellent oral and written communication, organizational, problem solving skills

* Must be a highly motivated, self-starter, work effectively with minimal supervision, able to perform and communicate effectively within a multi-tasking environment under stressful situations

* Maintain positive relationships with other departments

* Knowledge of Sun Country Vacations' programs, policies, procedures, and reservation systems

Qualifications:

* Must be at least 18 years of age and speak fluent English

* College degree and/or two years related customer sales experience; or equivalent combination of education and experience

* Must be computer literate (Microsoft applications, Sabre, Pacific)

* A professional appearance and attitude at all times

* Available to work a rotating shift averaging 40 hours per week (including nights, weekends and holidays)

* Able to work beyond scheduled shift time to accommodate flight operations and staffing shortages

* Minimum typing speed of 35 wpm with accuracy

* Qualified candidates must pass a criminal history background check

Preferred Education and Experience: Airline call center experience preferred

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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