Charter Operator 1

The Charter Operations I role will support the travel arrangements for the Charter Program guests.  They will administer the chat with the call center team and oversee the day-to-day monitoring of the email boxes associated with the program.  To ensure a high level of accuracy, they will lead the validation of the charter reservations in both Skyforce and LMS.  From time to time, as assigned they will be willing and able to receive calls and make outbound calls to guests.  Overall support of the charter operations team will be another part of the role.

• High School Diploma or equivalent required.
• 1-3 years Hotel / Casino / Call Center / Charter Operations experience preferred.
• Strong computer knowledge of Excel preferred.
• Ability to communicate in English is required.
• Strong guest relations skills are required.

ADDITIONAL REQUIREMENTS

• Must be able to communicate well in person, on the telephone and in correspondence.
• Must be able to deal with upset customers and deliver unwelcome news.
• Must be able to pivot from day to day and hour to hour depending on the needs of the business.
• Must be able to communicate well in person, on the telephone and in correspondence.
• Must be able to deal with upset customers and deliver unwelcome news.
• Must be able to pivot from day to day and hour to hour depending on the needs of the business.
   

• Day to day monitoring, replies, and escalation for inbound email boxes.
• Supporting the call center team through reviewing and quickly replying to chat.
• Validating Skyforce (Charter Software) reservations are accurately reflected in LMS and all reporting.
• Make outbound calls as necessary, can include waitlisted guests, missing TPA’s and delay notifications.
• Receiving inbound calls as necessary can include times when the call center is seeing high volumes and callbacks from guests.
• Research reservations and/or questions from charter operations, revenue management or call center teams.
• TPA auditing to ensure all TPA’s are received before flight departs.
• General support for the entire charter operations team includes assisting all team members.