Reservations Agent - Full Time

Contour Airlines; Smyrna (TN); Remote; USD 10,000 - 60,000; Full time

Job summary

A regional airline is seeking a Reservations Agent to provide exceptional customer service by assisting passengers with flight reservations and travel needs. The ideal candidate will have a high school diploma, strong interpersonal skills, and proficiency in Microsoft Office. This position offers flexible shifts and the opportunity to work remotely. Join a dedicated team where your commitment to excellence will be valued.

Benefits

Health, vision, and dental insurance

401(k) savings plan with company match

Paid sick leave

Vacation hours

Non-Revenue travel privileges

Qualifications

• Strong customer service skills and willingness to assist.
• Ability to read, write, and communicate in English; Spanish is a plus.
• Capable of maintaining composure in stressful situations.

Responsibilities

• Provide exceptional customer service by assisting passengers with reservations.
• Book air itineraries accurately and efficiently.
• Handle service inquiries and resolve customer issues.

Skills

Customer service orientation

Interpersonal skills

Attention to detail

Communication skills

Education

High School diploma or equivalent

Tools

Microsoft Office (Excel, Outlook, Word)

Job description

Job Details Job Location: Contour Airlines - Home Based - Smyrna, TN Position Type: Full Time Education Level: High School Salary Range: $16.50 - $21.50 Hourly Travel Percentage: Negligible Job Shift: Any Job Category: Customer Service

Overview

Contour Airlines is a long-established aviation services company with a diverse range of capabilities. At Contour Airlines, our core values guide every action and decision. We are unwavering in our commitment to integrity and safety, which remains at the heart of all our business lines. Our team members exemplify an attitude of excellence, consistently striving to think like a customer. We believe there is strength in unity, and we work together as a team to achieve ambitious goals.

Benefits & Compensation Summary

As a part-time employee of Contour Airlines, you are eligible for the following benefits and programs:

• Insurance: Health, vision, and dental insurance, plus short/long-term disability and voluntary life insurance (effective the first day of the month following your hire date)

• 401(k) Savings Plan
• Eligibility begins the first day of the month following your hire date.
• The Company offers a matching contribution up to 6% of your eligible compensation.
• Enrollment guidelines and a 401(k) Enrollment Guide will be provided during onboarding.

• Paid Sick Leave: Accrual of up to 56 hours of paid sick leave per year. Unused sick leave rolls over annually until your sick bank reaches 480 hours.

• Vested Vacation Hours: Eligible to receive vacation hours on January 1st following your hire date. These hours will be vested and available for use in accordance with Company policies.

• Non-Revenue/Space Available (NRSA) Travel Privileges: NRSA travel privileges on Contour Airlines upon hire and access to MyID Travel after 6 months of service.

• Leaves of Absence: Eligible for various types of leave, including Medical Leave, Non-Medical Family Care Leave, Maternity and Paternity Leave, and Personal Leave. Detailed leave policies are outlined in the Contour Airlines Employee Handbook, which will be provided during onboarding.

• Compensation Details: Starting hourly rate for this position is between $16.50 and $21.50 based on prior work history. Performance-based step increases of $1.00 per year on the pay anniversary date up to $21.50. After reaching the maximum, a retention bonus of up to $2,000.00 per year may apply. Holiday pay is 2x hourly rate as described in the Employee Handbook. Overtime is paid at 1.5x for hours over 40 in a pay period.

• Equal Employment Opportunity: 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.

• Accommodations: Contour Airlines is committed to providing reasonable accommodations to applicants and employees. If you require accommodations during the application or onboarding process, please contact Human Resources at [e-mail].

Summary of Essential Duties

The Reservations Agent is responsible for providing exceptional customer service by assisting passengers with flight reservations, itinerary changes, fare inquiries, and general travel-related questions. This position requires accuracy, professionalism, and adherence to company policies and FAA/DOT regulations.

Key Responsibilities

• 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.
• Assist 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.
• Resolve customer issues and requests; maintain composure in all situations and problem-solve independently when possible.
• Enhance organization reputation by ownership of tasks and exploring opportunities to add value.
• Follow Contour procedures and regulations to achieve high-quality reservations and ticketing service.
• Process miscellaneous requests including seat assignments, SSRs, and email confirmations.
• Process airline schedule changes and inform internal and external customers of changes.
• Manage queues with efficiency and accuracy according to department protocol.
• Communicate changes resulting from airline-initiated changes to customers.
• Collaborate with team to achieve performance standards for all brands and air department duties.
• Provide assistance over the phone for in-house reservation agents and managers.
• Assist Contour employees with travel needs (airline, hotel, car rental) for Charter trips or training.
• Maintain open communication with team members and work with management on problem solving.
• Support staff and customers to resolve difficult issues related to reservations and ticketing daily.
• Maintain integrity of the company and 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.

Qualifications

• Be at least 18 years of age.
• Prior customer service 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’s 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; basic understanding of similar software.
• Able to type 30 words per minute.
• Polished and professional interpersonal skills with a customer-oriented mindset.
• Strong leadership and organizational skills; ability to work with a variety of personalities.
• Ability to coordinate multiple priorities and meet deadlines; handle interruptions in a fast-paced environment.
• Maintain strong attention to detail; self-motivated and able to motivate others.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication delivered with tact and professionalism.
• Must pass a required 10-year work history review and submit to criminal background and fingerprint checks.
• Willing to work nights (including overnight shifts 9:00 PM – 6:00 AM), weekends, holidays, and varying schedules.
• Ability to work in a safe, professional manner adhering to regulatory requirements including OSHA, EPA, state, and federal regulations.

Disclaimer: The above statements describe the general nature and level of work required for the position and are not an exhaustive list of duties or responsibilities. Duties may be changed as needed.