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11 months ago
Sun Country Airlines
Location: Eagan
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Provide 24 hour Reservations support to Airport stations, Reservations and FAA

* Demonstrate a high level of communication with other operational departments, i.e.; SOC, AOC, Charters, Distribution, etc.

* Proactively assist Reservations Call Center phone support during times of high call volume

* Ability to handle customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution

* Proficient use and understanding of various applications and processes

* Assist with inventory adjustments

* Mitigate all customer service failures due to Irregular Operations. Assist with irregular booking and ticket issues that arise

* Participate in supplier briefings, seminars, destination familiarization trips, and meetings to remain current with product information, sales information, customer service skills, and computer changes and updates

* Assist customers with technical website and mobile navigation inquiries

* Within the SCA reservations system (Sabre), process customer notification for schedule changes including itinerary and seat re-accommodations, support ancillary fees and applications, queue management

* Be knowledgeable of regulations regarding accessibility and work with customers requesting special assistance

* Create various reports

* Coordinate communication of weather waivers with SOC and Management

* Provide back office support for SCV bookings

* Provide chat support to Reservations Specialists

* Monitor inclement weather for our scheduled station locations

* Be prepared for all operation, safety and general SCA information questions from internal and external customers

* Work in a respectful, collaborative way with team members

* Other duties and projects assigned by the Manager, Supervisor, or Central Reservations Control Lead

* Maintain Sun Country Airlines' image of safe, economical air transportation at all times


* Ability to prioritize work

* Excellent oral and written communication, organizational, problem solving skills

* Must be a highly motivated, self-starter, work effectively with minimal supervision, able to perform and communicate effectively within a multi-tasking environment under stressful situations

* Maintain positive relationships with other departments

* Knowledge of Sun Country Vacations' programs, policies, procedures, and reservation systems


* Must be at least 18 years of age and speak fluent English

* College degree and/or two years related customer sales experience; or equivalent combination of education and experience

* Must be computer literate (Microsoft applications, Sabre, Pacific)

* A professional appearance and attitude at all times

* Available to work a rotating shift averaging 40 hours per week (including nights, weekends and holidays)

* Able to work beyond scheduled shift time to accommodate flight operations and staffing shortages

* Minimum typing speed of 35 wpm with accuracy

* Qualified candidates must pass a criminal history background check

Preferred Education and Experience: Airline call center experience preferred

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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