Customer Care Specialist

Customer Care Specialist
Thunder Bay
Full Time
As per Schedule
Flights Operations
non union
Anticipated Start Date
As soon as possible
Anticipated Training Start
Deadline To Apply
Until Filled

Job Summary

Under the direction of the Director of Customer Care, this position is responsible for the processing of reservations for customers at the Wasaya Customer Care Centre. This position also responsible for ensuring all clientele travel arrangements are completed in effective and cost-efficient manner while upholding Wasaya’s Customer Care Standards.


Duties and Responsibilities

  • Answer phones professionally and promptly
  • Respond to customer requests and inquiries, provide service information as needed
  • Fax manifests, contact northern agents, reply to emails
  • Assisting with new agent training
  • Book and track employee non-revenue travel and buddy passes
  • Entering payments and transferring credits for reservations
  • Create reservations on an established reservation system
  • Ensure that all customers are aware of travel policies and procedures
  • Track and maintain flight passenger records as they pertain to reservations
  • Transmit all passenger flight information to Northern Station Agents
  • Maintain all non-revenue personnel information
  • Resolve customer complaints as per company policy
  • Liaise with authorized client representative(s) to obtain information on client and staff travel
  • Check/seat aircraft availability with various approved air carriers
  • Book flights with appropriate carrier
  • Prepare and provide travel itineraries to client’s network
  • Monitor Day of Flight Operation through Wasaya SOC
  • Record and report all details including air carrier billing particulars
  • Assist with client billing
  • Complete monthly reports on clients’ travel
  • Attend meetings and record minutes as required
  • Ensure that contract maintenance billing is accurate and forwarded to accounting for processing
  • Perform and uphold Wasaya’s Customer Care Commitments to both internal and external customers
  • Any other related duties as assigned

Skills and Qualifications

  • Strong customer service and troubleshooting skills
  • Knowledge of the region serviced by Wasaya’s scheduled service
  • Must possess excellent communication skills
  • Superior telephone manners and strong interpersonal skills
  • Excellent computer skills, MS-Office preferable, proficient in use of internet and email
    • Knowledge of various computer reservation systems preferably experience with Amelia is an asset
    • Knowledge with airline or travel agency reservation systems preferred
  • Able to work in a team environment, as well as unsupervised
  • Able to maintain accurate records and uphold customer confidentiality
  • Able to effectively communicate both verbally and in writing
  • Able to work well under pressure and with minimal supervision
  • Strong attention to detail
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times




  • Ability to communicate in Oji-Cree or Ojibway
  • Previous airline experience is an asset
  • Previous experience with and/or knowledge of First Nations organizations is an asset


If you are interested in this position, please submit your resume and cover letter to:

Human Resources
Wasaya Airways LP
201 Kelner Place
Thunder Bay, ON P7J 1H9
Fax: (807) 475‐9681