Airport Support Agent Job at Swoop
Life at Swoop
When you work for Swoop, you’re part of something big. We’re a small airline with a big dream of bringing Canadians the freedom to travel where life takes them.
At Swoop, we are a team of collaborators, innovators, and strategists looking for people who can grow with us and live by our Mission, Vision and Values:
- Safety above all.
- Integrity
- Authenticity
- Results-Driven
- Fearless
Whether you are painting the skies magenta on a Swoop Boeing 737-800 or working at our Calgary HQ, we all play a role in upholding our values, mission and most importantly, disrupting the Canadian aviation industry through affordable travel.
The Airport Support teams’ primary role is supporting Swoop airports during check-in and boarding. Using system expertise; Airport Support assist airports with traveller document check, technical issues, or unforeseen events that impacts on-time performance.
The Airport Support team's secondary role is traveller recovery for mishandled baggage incidents; delayed, lost, damaged, or missing articles. Agents play a crucial role in traveller recovery through phone and email conversations with travellers disrupted by mishandled baggage.
The Airport Support team's secondary role is traveller recovery for mishandled baggage incidents; delayed, lost, damaged, or missing articles. Agents play a crucial role in traveller recovery through phone and email conversations with travellers disrupted by mishandled baggage.
The Airport Support team works closely with airport agents, supervisors, and managers by providing support for escalated baggage incidents and facilitation of baggage movement across Swoops network. Airport Support provides remarkable service to our internal and external travellers by providing expert support for all of Swoop airport agents and travellers.
Note: This role is eligible for remote work within Canada as part of Swoop's Flexible Workplace Policy.
Responsibilities
Airport Support:
- Provide Airports with identification and entrance requirement support for trans-border and international flights;
- Provide technical and troubleshooting support to internal teams: airport agents, airport supervisors, airport management, and other Swoopsters;
- Update and maintain government watchlists and provide support do airports as required;
- Respond to all inquiries from customs and immigration regarding Swoop airports or travellers;
- Provide airport support with system overrides and elevated system access, when required;
- Perform ad-hoc tasks as requested by the Airports Leader;
- Ad-hoc projects as assigned.
Baggage Support:
A focus and priority will be communication with travellers over mishandled baggage incidents and settlements. In addition:
- Support WO airport agents and supervisors with escalated baggage incidents and applicable processes;
- Mitigate the mishandling of traveller’s baggage by communicating with all necessary touch points to route baggage safely and quickly to traveller;
- Assess and complete investigations and settlements with travellers for lost or damaged baggage claims;
- Communicate formal written or verbal responses to all travellers affected by mishandled baggage;
- Keep current on Swoop Domestic Tariffs and Transborder/International Montreal Convention as they relate to baggage services.
Qualifications
- Previous experience in Airports, Operations, IROP Recovery, or Guest experience is considered an asset
- Swoop operational experience is considered an asset
- Proficiency or training in Navitaire suite (SkySpeed, GoNow, Utilities, SkyReports) is considered an asset
- French and/or Spanish language fluency (written and oral) is an asset.
- Demonstrated ability to provide exceptional traveller service
- Demonstrated ability to communicate clearly and professionally
- Demonstrated ability to multitask and solve complex operational and traveller service problems under pressure
- Demonstrated ability to be effective when working independently and in a team environment
- Intermediate skill level with Microsoft Office applications
- French and/or Spanish language fluency (written and oral) is an asset.
- Very strong teamwork and interpersonal skills
- Ability to sit for long periods of time and handle high call volumes
Other
- Must be able to work 7 days a week, including holidays and weekends
- Shifts are 10-12 hours in length, including overnight hours
Let's Talk Dollars and Cents!
At Swoop, we’re committed to offering a fair and competitive total compensation package which includes:
- A solid base salary
- A company-matched savings plan
- Flexible group benefits
- Flight privileges for you and your family, effective your start date
On top of that, we offer:
- Challenging and Meaningful Work - Breadth of responsibilities within your role in a dynamic work environment
- Strong Leadership - We believe in the non-hierarchical leadership approach; our Leadership team is authentic and approachable
- Career Growth and Development Opportunities - We offer on the job learning, with an opportunity to gain significant experience in a fast-paced environment
- Positive Workplace - We take our jobs seriously, but not ourselves!
We Celebrate Differences and Diversity
Swoop is an equal-opportunity employer, and our workplace culture is one where diversity and differences are embraced, appreciated and celebrated. We do not discriminate based upon race, religion, colour, national or ethnic origin, sex, sexual orientation, gender, gender identity, gender expressions, transgender status, marital or family status, disability, age or convictions for which a pardon has been granted.
Covid-19 Policy
Swoop has suspended its Covid-19 Vaccination Policy to align with the federal government's suspension of vaccine requirements for federally regulated employees. This relaxation of vaccination requirements is a suspension not a dissolution. Should the federal government reinstate a vaccine requirement based on the latest public health advice and science, so too will the WestJet Group.
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