Who We Are!
Calm Air International is a regional airline serving the Northern part of Central Canada. From its main bases in Winnipeg, Thompson and Churchill, Manitoba, and Rankin Inlet, Nunavut, Calm Air operates frequent, daily scheduled passenger, charters, and cargo flights throughout Manitoba and the Kivalliq Region of Nunavut.
At Calm Air International LP, we value our customers, passengers, and the communities we serve. We are only as good as the employees who work with us. We are looking for highly motivated, well-organized individuals, who work well in a fast-paced environment, to join our team! Want to learn more? Visit www.calmair.com.
About the Opportunity
Are you seeking an exciting opportunity to work with a group of high performing professionals? Do you like to work independently as well as part of a skilled team? If so, we would like to hear from you! We are looking for a highly motivated, well-organized individual, who thrives in a fast-paced environment, to join the Calm Air family.
The sky is the limit!
What Youll Get to DoThe CSA Training & Claims Coordinator is responsible for supporting day-to-day customer care with respect to passenger operations. This position is responsible for assisting with the development, maintenance and facilitation of training within the Customer Service department. Additionally, this position will assist with the monitoring, review, processing and record keeping of passenger claims. The CSA Training and Claims Coordinator will work closely with the Manager of Reservation Systems & Training to ensure all staff are proficient with system capabilities and operational processes. This position will also work with the Passenger Solutions Manager with respect to customer claims. This position will offer support to our front-line staff and external customers.Operations:Facilitate training and assist staff with the understanding and implementation of suchMonitor the compliance of initial and recurrent training for all Customer Service/Reservation staff in liaison with CSA leadership, and ensure training records are accurate and in compliance with company policy/TC regulationsProvide updates, training tutorials and guidance material on new products, fixes, or processesTravel as required to facilitate training and maintain familiarity with Calm Air operationsOrganize and facilitate initial and recurrent training required for all customer service staffCoordinate with station leadership to ensure orientation training is conducted (records completed and filed)Arrange travel when/where required for trainees including booking of accommodations, flights and arrangements for transportation and mealsSupply trainees with travel itineraries, agendas, and applicable course materialsAssist with research, resolution, and response to Reservation system(s) technical errors/concerns and applicable third-party vendors (i.e. InteliSys, GDS, Travelport, etc.).Assist with monitoring, review, processing and tracking passenger baggage claims (delayed, lost, damaged, etc.)Assisting with monitoring, review, processing and tracking compensation claims and refund application under the APPR (Air Passenger Protection Regulations)Assist in providing regular updates to passengers as required with respect to their claims/refund requestsBe knowledgeable of Calm Air’s flight schedule, fare products, rules, and the policies and procedures as found in the CSA ManualBe knowledgeable of Calm Air’s computerized systems (Amelia, VMO, GDS, Travelport ETDB, Pelesys etc.)Be knowledgeable of Calm Air’s Amelia Procedures for IRROPS support to front line staff and SOCC employees as requiredAssist with AMELIA/GDS troubleshooting and support as required, with respect to Amelia Reservations, GDS reservations, E-Ticketing inquiries from Travel Agents, etc.Assist with supporting Reservation tasks such as Pass Bureau inquiries, E-Tkt database handling, and/or reservations supportAssist with the development and maintenance of Company policies and procedures, and the revision of the training curriculumCreate, present and distribute new/revised training material as requiredProduce procedural memos and help create/update policy, procedure and training manuals as requiredRecognize and react to areas requiring additional training or updatingTrain the trainers and other applicable internal users as required (i.e. Reservations/CSA leadership) to support day-to-day operations, and use of Calm Air’s Reservations systems(s)Assist with troubleshooting and testing of reservation system releases, new products/features, and fixesOther duties as assignedFinancial:Assist with annual department budget (training requirements and expenses)Provide recommendations for future budgeting of operational enhancementsAdhere to all financial internal controlsEngage in ongoing cost reduction analysis within your departmentAssist with addressing actions required as an outcome to internal audits (i.e., fixing reservations)Safety:Actively support the safety management system by following SMS processes and encouraging a safety reporting culturePromote occupational health and safety and participate in safety trainingProactively communicate hazards and SMS initiatives within your departmentSkills & Experience We Value:Must possess strong critical thinking and analytical skillsProficiency with InteliSys Amelia reservations software requiredGDS knowledge an assetProficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint) requiredFive or more years of relevant experience in passenger airline travel industry requiredExcellent verbal and written communication skillsAbility to develop cooperative working relationships internally and externallyHighly organized and meticulous with detailMust be able to work independently and within a team environmentHigh school diploma or general education degree (GED) required (post-secondary education in related field an asset)Ability to travel is requiredAbility to work well under pressureAbility to obtain and maintain all required security clearancesPrevious supervisory/management experience an assetInuktitut language is considered an asset Preference is given to Inuit Land Claims Beneficiaries