Reservations Agent (FT)

Contour Airlines is a long-established aviation services company with diverse capabilities. At Contour Airlines, our core values are at the heart of everything that we do and every decision we make. Constant throughout all of our lines of business is a commitment to integrity and safety. Our team members consistently display an attitude of excellence and the ability to think like a customer.  We recognize that there is strength in unity and work together as a team to accomplish our ambitious goals.  

As a full-time employee of Contour Airlines:

• You are eligible for health, vision, and dental coverage as well as short-term/long-term disability and voluntary life insurance policies. If selected, these are effective on the first day of the month following your date of hire. Our current benefit enrollment guide will be provided during the onboarding process if you are selected for employment.
• You are eligible to participate in our 401(k) savings plan, which would also be effective the first day of the month following your date of hire. The Company match is up to 6%. Your eligibility to participate in this benefit will be in accordance with the normal practices and guidelines of the Company. Our current 401K enrollment guide will be provided during the onboarding process if you are selected for employment.
• You are eligible to receive paid sick leave. You can accrue up to 56 hours per year which will roll over each year until your sick bank reaches 480 hours.
• You are eligible to receive vested vacation hours. These hours are available to you on January 1^st following your date of hire.
• You are eligible for non-revenue/space available (NRSA) travel privileges after completing six active months of service.
• You are eligible for a variety of leaves of absence including medical leave, non-medical leave for the care of a family member, maternity leave, paternity leave, personal leave, etc. Specific information regarding Contour Airlines’ leave of absence policy is outlined in our Employee Handbook which will be provided to you during the onboarding process should you be selected for employment.

Additional information:

• The starting hourly rate for this position is $16.50. Based on your performance, you are eligible to receive a step increase of $1.00 each year based on your pay anniversary date until you reach $21.50. Once you have reached the maximum pay rate, you are eligible to receive a retention bonus of up to $2,000.00 each year.
• When you work in excess of 40 hours within the pay period, you are eligible for overtime which is paid at 1.5 times your hourly rate.
• When you work on a Contour Airlines observed holiday, you are eligible to receive holiday pay which is paid at 2 times your hourly rate. Specific information regarding Contour Airlines’ observed holiday policy is outlined in our Employee Handbook which will be provided to you during the onboarding process should you be selected for employment.

Contour Airlines is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, citizenship, color, creed, sex, national origin, race, religion, sexual orientation, political affiliation, marital status, pregnancy, pre-disposing genetic characteristics, veteran status, military status, disability, gender identity or expression, familial status, criminal history, status as a victim of domestic violence, or any other protected status.

Contour Airlines understands that some applicants may need reasonable accommodations. Please contact the Human Resources Department at hr@flycontour.com to discuss any specific needs that you may have.

Contour Airlines’ rapid growth has created exciting employment opportunities. We invite you to become part of the family.

Summary of Essential Duties:

• 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 agents 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 rental car accommodations for Charter trips and/or positioning for training.
• Ability to keep open communication with other team members.
• 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.
• Be available to work any shift during business hours including rotating weekends if necessary.
• Perform other job-related duties as assigned by management.

• 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 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 soft wares
• 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 Reservations Agent must be willing to work nights (including overnight shifts between the hours of 9:00PM to 6:00AM), weekends, holidays, as well as a varying schedule.
• Ability to work in a safe professional manner adhering to all regulatory requirements including OSHA, EPA, state, and federal regulations.

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in the position. Please be advised that the duties and expectations of this position may be subject to change.