Customer Solutions Specialist

Are you ready to take your career to new heights?

As Canada's Leading Ultra-low-cost Carrier, Dedicated To Providing Affordable And Exceptional Travel Experiences To Canadians, Flair Airlines Is Always On The Lookout For Talented Individuals To Join Our Team And Contribute To Our Success As We Continue To Expand Our Route Network, Flight Frequency, And Services. Given Our Commitment To Growth And Excellence, We Are Currently Seeking Candidates For The Following Position

Job Title: Customer Solutions Specialist (CSS)

Department: Commercial

Location: Edmonton, AB (YEG)

Work Arrangement: This role is primarily based in the office environment

Position Overview

Reporting to the Manager of Customer Operations Support, the Customer Solutions Specialist (CSS) manages day-of operations within Flair’s reservation, departure control, flight, and disruption systems. This role involves liaising with Airports, the Operational Control Center, and customer service to resolve client and passenger challenges and handle escalations for irregular operations. The role requires working in a hybrid environment with flexible hours, including holidays, weekends, and overnight shifts. Physical requirements include prolonged sitting, computer use, and occasional lifting of 5 to 20 lbs.

Primary Job Functions

The duties of the Customer Solutions Specialistinclude:

• Oversee daily operations within reservation, departure control, flight, and disruption systems
• Liaise with Airports, the Operational Control Center, and Customer Service to provide information and resolve emerging issues
• Act as the escalation point for irregular operations, particularly related to passenger recovery
• Manage flight disruptions, including hotel requests, passenger rebooking, and mass passenger movements, in accordance with Flair’s policies and tariffs
• Provide technical support and regulatory guidance to airport ground handlers via various communication channels
• Ensure decision-making aligns with APPR (Air Passenger Protection Regulations) and Transport Canada (TC) regulations
• Apply critical thinking and problem-solving skills to support passengers and airport stakeholders
• Direct airport stakeholders on contingency plans during system outages
• Collaborate with IT to troubleshoot, document, and report technical issues for timely resolution
• Complete administrative and operationally critical tasks
• Maintain accurate and well-documented customer records and flight information
• Provide documentation, insights, and general passenger information to relevant stakeholders as needed
• Participate in, lead, or manage projects related to customer solutions and operational improvements
• Coordinate cross-functional teams to ensure successful project execution within timelines and budgets
• Monitor project progress, identify potential risks, and implement mitigation strategies
• Prepare and deliver regular updates to senior management on project status, outcomes, and issues
• Ensure all projects align with Flair’s strategic goals and regulatory requirements
  
  

Qualifications & Requirements

The preferred candidate should exemplify Flair's core values of Respect, Integrity, Reliability, and Resilience while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
• University/College degree/diploma is considered an asset
• Experience:
• Minimum six (6) months of previous Airline Operations/Support experience is required
• Skills & Abilities:
• Intermediate knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Understanding of the application of all applicable government regulations related to air travel (APPR, CTA, DOT, CARs, TC)
• Fluency in French or Spanish is considered an asset
• Competencies: Flair team members exhibit common competencies which contribute to individual, team, and company success. This includes:
• the ability to lead as a Flair teammate by being collaborative and modeling our values
• the ability to maintain diverse relationships with peers and other stakeholders
• the ability to deliver results with impact and strive to always improve
• Requirements:
• Clear criminal record check and satisfactory employment references
• Must be legally eligible to work in Canada without restriction
  

Why Join Flair Airlines

At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement. Additionally, we offer a comprehensive benefits package, effective on your first day of employment, which includes:

• Competitive compensation package including medical and dental benefits, both short and long-term disability coverage, life insurance, dependent life insurance, and an employee & family assistance program
• Pension plan with matched contributions
• Individualized performance bonuses based on achievements
• Attractive referral incentive program
• Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair network
  
  

How To Apply

If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role.

Application Deadline: November 24, 2024

Flair Airlines is committed to creating an inclusive, equal, and accessible environment that attracts diverse talent. We encourage qualified candidates from all backgrounds to apply for this role. If you require accommodation during the selection process, please let us know. While we appreciate all applications, only shortlisted candidates will be contacted for the next stage of the recruitment process.

We look forward to the possibility of welcoming you on board!

Website: www.flyflair.com