Reservations Agent (bilingual)

Reservations Agent (Bilingual)

Contour Home Based - Smyrna, TN 37167

Salary Range $16.50 - $21.50 Hourly Position Type Full Time Education Level High School Travel Percentage Negligible Category Customer Service

Contour 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.

Full-Time Employee Benefits & Compensation Overview

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

• 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)
• 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.
• 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.
• 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.
• NRSA (non-revenue/space available) travel privileges on Contour upon hire and access to MyID Travel after 6 months of service.
• Eligible for various types of leave, including: Medical Leave, Non-Medical Family Care Leave, Maternity and Paternity Leave, Personal Leave
• Detailed leave policies are outlined in the Contour Employee Handbook, which will be provided during onboarding.
• The starting hourly rate for this position is between $16.50 and $21.50 based on your prior work history. Based on your performance, you are eligible to receive a step increase of $1.00 each year on pay anniversary date until you reach $21.50. Once you have reached the maximum pay rate, you are eligible to receive a retention bonus of up to $2,000.00 each year.
• When you work on a Contour observed holiday, you are eligible to receive holiday pay which is paid at 2 times your hourly rate. Specific information regarding Contour's observed holiday policy is outlined in our Employee Handbook which will be provided to you during the onboarding process should you be selected for employment.
• When you work in excess of 40 hours within the pay period, you are eligible for overtime, which is paid at 1.5 times your hourly rate.

Contour 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.

Contour is committed to providing reasonable accommodations for applicants and employees. If you require accommodations during the application or onboarding process, please contact Human Resources at View email address on click.appcast.io.

Join Our Growing Team

Our rapid growth has created exciting career opportunities. We invite you to become part of our family and contribute to our ongoing success.

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.

This position requires fluency in English (primary language) and Spanish (secondary language) to support our growing bilingual customer base.

Key Responsibilities

• Provide customer service support in both English and Spanish, ensuring accurate communication and culturally competent service
• Handle 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.
• Maintain composure and professionalism during complex or escalated customer interactions.
• Process miscellaneous requests including seat assignments, SSRs, and email confirmation requests.
• Process airline schedule changes and communicate changes clearly in English and Spanish.
• Process queues with efficiency and accuracy according to department protocol.
• Provide assistance over the phone for in-house reservation agents and managers.
• Assist Contour employees with all travel needs (airline, hotel, car rental accommodations for Charter trips and/or positioning for training).
• Work directly with management on problem-solving initiatives.
• Maintain the integrity of the company and our 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.
• Fluent in English (primary) and Spanish (secondary), with the ability to read, write, and speak both languages professionally and clearly.
• Ability to accurately translate customer needs, policies, and travel details between English and Spanish in real time.
• Basic knowledge in Microsoft suite of products including Office 365, Excel, Outlook, and Word.
• Able to type 30 words per minute.
• Possess polished and professional interpersonal skills with a positive attitude and a customer-oriented mindset.
• Must have well-developed people skills and ability to work with a variety of personalities.
• Able to handle interruptions and a fast-paced environment.
• Able to coordinate multiple priorities and meet deadlines.
• Maintain strong attention to detail.
• Be self-motivated and able to motivate others.
• Ability to work independently and as part of a team
• Excellent communication skills, both written and verbal, delivered with tact and professionalism in both languages.
• Able to pass a required 10-year work history review and submit to criminal background and fingerprint checks.
• Must be willing to work nights (including overnight shifts between 9:00PM–6:00AM), weekends, holidays, and varying schedules.
• Ability to work in a safe professional manner adhering to all regulatory requirements including OSHA, EPA, state, and federal regulations.

Preferred Qualifications

• Previous airline, travel industry, or call center experience.
• Experience working in a bilingual customer service environment.

Disclaimer: The above statements are intended only to describe the general nature and level of work required for the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in the position. Please be advised that the duties and expectations of this position may be subject to change.