Reservation Specialist/GEC

Alliance Ground International•Richmond, BC

9d•Onsite

About The Position

Alliance Ground International (AGI) is seeking a Reservation Specialist/GEC to join their team. This role is ideal for individuals who enjoy working in a fast-paced, safety-focused aviation environment. AGI is a leading ground handling company with a strong reputation for quality service and safety, serving over 100 airlines across the U.S. and Canada. The company is committed to growth and seeks top talent in the industry.

Requirements

High School Diploma/GED equivalent.
Must be at least 21 years old.
Minimum of 2 years’ experience in customer service or call center environment, required.
Exceptional organizational skills with ability to multi-task
Attention to detail is a must.
High-level of confidentiality.
Professional verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation.
Exceptional listening skills with ability to quickly identify issues and proactively solve problems.
Proficiency with Microsoft SharePoint, Excel, Outlook, and Word
Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps
Dependable and flexible with work schedule
Proven ability to work independently with minimal supervision in a fast-paced environment.
Enthusiastic approach to customer service, positive attitude, and strong work ethic
Must be able to work various shifts including irregular shifts, holidays, and weekends.
Must own smartphone with a mobile operating system of (Android) 5+ or (Apple) 11+ and be willing to download apps required by AGI/Airport Butler
Must be able to pass a drug screen and criminal and employment background check.
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
Must wear company uniform as outlined and conform to all grooming standards.
Must after training, be able to efficiently use Airport Butler’s automated reservation system, scheduling application, and communication technology.

Nice To Haves

Multi-lingual
Important level of cultural awareness
Knowledge of or experience in airport/airline industry
Experience working in a remote environment.
Knowledge of Freshdesk Help Desk, or similar customer helpdesk support software.

Responsibilities

Answer busy incoming phone calls, emails, and text messages, professionally and in timely.
Coordinate details of new and existing service reservations.
Must be knowledgeable with Airport Butler products, services, and pricing.
Accurately book reservations and ensure all service details are complete.
Update reservations with changes and additions as needed.
Assess what service details are missing and reach out to clients to collect as needed.
Assign services to the concierge and ensure all details are correct and updated prior to service.
Send daily reminders of upcoming services via email and text to clients and concierge.
Create and interpret in-depth pass down notes from shift to shift.
Track service assignments and cancellations on shared documents, notify agents accordingly.
The GEC is the main contact for concierge agents and clients – answer questions and/or concerns.
Exhibit upmost confidentiality with clients and client’s information.
Accept and accurately process credit card payments and invoices for services rendered.
Provide excellent customer service to clients and concierge agents.
Reports and collaborates closely with the Director of Airport Butler.
Take reasonable care for the health, wellbeing, safety, and security of themselves and of others.
Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.
Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.
Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor.
Carry out work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.
Fully understand AGI Health & Safety and Security policies.
Attend training courses as may be required by AGI.