Crew Chief - Reservations

CORPORATE FLIGHT MANAGEMENT INC • Smyrna, TN

27d • Remote

About The Position

Contour is a long-established aviation services company with a diverse range of capabilities. At Contour, our core values guide every action and decision. We are unwavering in our commitment to integrity and safety, which remains at the heart of all our business lines. Our team members exemplify an attitude of excellence, consistently striving to think like a customer. We believe there is strength in unity, and we work together as a team to achieve ambitious goals.

The Crew Chief (Reservations) is an entry level management position and is responsible for providing exceptional customer service by assisting passengers with flight reservations, itinerary changes, fare inquiries, and general travel-related questions. This position requires accuracy, professionalism, and adherence to company policies and FAA/DOT regulations.

Requirements

• Be at least 18 years of age
• Prior customer service experience and/or call center experience preferred but not required.
• Be authorized to work in the United States and able to travel in and out of the United States.
• Must have a valid driver’s license and good driving record.
• Must understand, read, and write English.
• Ability to read, write, speak, and understand Spanish a plus but not required.
• Basic knowledge in Microsoft suite of products including Office 365, Excel, Outlook, and Word. Must also have a basic understanding of similar software.
• Must have reliable internet connection.
• Must be able to type 30 words per minute.
• Possess polished and professional interpersonal skills with a positive attitude and a customer-oriented mindset.
• Possess strong leadership and organizational skills.
• Must have well-developed people skills and ability to work with a variety of personalities.
• Able to coordinate multiple priorities and meet deadlines.
• Able to handle interruptions and a fast-paced environment.
• Maintain strong attention to detail.
• Be self-motivated and able to motivate others.
• Ability to work independently and as part of a team.
• Excellent communication skills both written and verbal delivered with tact and professionalism
• Able to pass a required 10-year work history review and submit to criminal background and fingerprint checks.
• To support the operations, a Crew Chief must be willing to work nights (including overnight shifts between the hours of 9:00PM to 6:00AM), weekends, holidays, as well as a varied schedule.
• Ability to work in a safe professional manner adhering to all regulatory requirements including OSHA, EPA, state, and federal regulations.

Nice To Haves

• Ability to read, write, speak, and understand Spanish a plus but not required.

Responsibilities

• Entry level management position.
• Act as liaison between Reservations Department and members of management to include but limited to email correspondence, shift summaries, IROP communications, etc.
• Assist management for upkeep of training records for all agents to include, but not limited to classroom training, on-the-job-training (OJT), recurrent training, etc.
• Handling incoming bookings and service inquiries for airline reservations using Company resources to provide complete and accurate air itineraries.
• Book applicable air itinerary to ensure accurate flight arrivals/departures as well as costing requirements within one hour of receipt of request.
• Responsible for assisting customers with travel needs such as answering inquiries, ticketing, checking-in passengers, and boarding flights in a fast-paced environment.
• Read, understand, and apply contract bulk rules and restrictions including bulk fares, codeshares, routing requirements, ticketing deadlines, changes, and cancellations.
• All Crew Chiefs will be called to solve customer related issues and requests; to hold their composure during all situations with customers.
• Be capable of problem-solving situations with customers self-sufficiently.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Show dedication and commitment to always handle telephone calls and passengers whilst carefully following all Contour procedures and regulations to achieve the highest possible quality of reservations and ticketing service.
• Process miscellaneous requests including seat assignments, SSRs, and email confirmation requests.
• Process airline schedule changes and inform internal and external customers of changes.
• Process queues with efficiency and accuracy according to department protocol.
• Courteously communicate with external customers to advise of applicable air itinerary changes resulting from an airline-initiated flight change.
• Work within team to achieve performance standards for all brands and air department duties.
• Provide assistance over the phone for in-house reservation agents and managers.
• Responsible for assisting Contours employees with all travel needs. i.e., airline, hotel, and car rental accommodations for Charter trips and/or positioning for training.
• Work directly with management on problem solving.
• Support staff and customers to resolve difficult issues/problems pertaining to reservations and ticketing on daily basis.
• Maintain the integrity of the company and our airline partners.
• Perform other job-related duties as assigned by management.

Benefits

• Health, vision, and dental insurance, plus short/long-term disability and voluntary life insurance (effective the first day of the month following your hire date)
• 401(k) Savings Plan Eligibility begins the first day of the month following your hire date. The Company offers a matching contribution up to 6% of your eligible compensation. Enrollment guidelines and a 401(k) Enrollment Guide will be provided during onboarding.
• Accrual of up to 56 hours of paid sick leave per year. Unused sick leave rolls over annually until your sick bank reaches 480 hours.
• Eligible to receive vacation hours on January 1st following your hire date. These hours will be vested and available for use in accordance with Company policies.
• NRSA (non-revenue/space available) travel privileges on Contour upon hire and access to MyID Travel after 6 months of service.
• Eligible for various types of leave, including: Medical Leave, Non-Medical Family Care Leave, Maternity and Paternity Leave, Personal Leave. Detailed leave policies are outlined in the Contour Employee Handbook, which will be provided during onboarding.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED