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Representative, Customer Care

Job details

$17.95 an hour
Job type


Pulled from the full job description
  • Company pension
  • Tuition reimbursement
  • Work from home

Full Job Description

Job Brief

Position Type: Permanent, Full-time (37.5 hrs per week)

Shift Type: days, evenings, weekends, statutory holidays


  • Provide and maintain a high customer service level and professionalism through the course of telephone and/or email contact.
  • Prepare, fill and send Airport Dispatch Reports for all flights departing on a daily basis
  • Answer all calls from travel agents related to bookings for which problems/issues/queries need to be resolved the same day
  • Assist agencies with seat selection/errors/omissions/misquotes and price matching.
  • Analyze and review appeals on decisions taken previously for which travel agents are in disagreement and make necessary recommendation
  • Advise travel agencies and/or customers of options on files affected by hurricanes/ IROPS and ensure follow-up
  • Troubleshoot issues that may arise which relate to destination representatives and system
  • Troubleshoot issues that may arise in destinations with no representatives.
  • Troubleshoot issues that may arise which relate to the web (pricing & information discrepancies)
  • Supply destination representatives with Northbound availability and rates for holiday extensions
  • Obtain payment authorizations for modifications and sales at the destination
  • Follow up with Travel agents and Destination representatives with regard to no-shows
  • Make air changes pre and during travel in ARD Web
  • Complete all changes related to modifications (cross-sell) and addition of payments on files
  • Report waivers and favors on a daily basis
  • Use established parameters to help resolve issues or problems pre-travel
  • Ensure all decisions fall within the budgeted guidelines.
  • Able to make a correct business decision and have a solid understanding of the fine line between
  • Customer service and financial impact.
  • Establish strong relationships with travel agents, suppliers, hotels, and employees
  • Work closely with Operations, Destination Services, Airports, Sales, and Reservations.
  • Ensure that the company’s image and name are always represented in the most professional and positive manner
  • Provide assistance as required by duty officers.


  • College degree with a minimum of two (2) years experience in the travel industry
  • Ability to work weekends & holidays. Ability to start as early as 4:00 a.m. (with the option of working from home).
  • Good judgment and initiative
  • Demonstrates autonomy and excellent work organization/methods; must work well under pressure
  • Excellent communication skills, written and verbal in both official languages (English and French)
  • Knowledge of Pacific and ARD Web

Mandatory Covid-19 Vaccination Required


  • Competitive Starting salary of $17.95/hour
  • Exciting Travel privileges and discounts as of your first day
  • Eligible for an Annual Incentive Plan
  • The one-time incentive of $1,000, paid after 6 months
  • Flexible Work Arrangements
  • Job shadowing and opportunity for growth within the organization
  • Comprehensive Group Health insurance
  • Access to a Telemedicine platform with online medical consultations
  • Company pension plan with employer match
  • Employee Share Ownership Plan
  • Tuition reimbursement of up to $5000 per year
  • Wellness Reimbursement for expenses of up to $300 per year

And many more!

Air Canada Vacations offers an enriching work environment combined with excellent employee programs, an impressive benefits package, a competitive incentive plan, and a vast opportunity to explore the world with our travel privileges. Air Canada Vacations also offers the opportunity to work from home after 6 months of service!

Apply Now

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