Customer Solutions Specialist

Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach—but we don’t take ourselves too seriously.

Your Team:

Join the Commercial team, where customer-focused solutions are at the heart of daily operations. The Customer Solutions Specialist (CSS) provides reservation, departure control, and disruption management system support to Flair’s ground agents. This role is responsible for liaising with Airports, the Operational Control Center, and customer service teams, ensuring the accurate and efficient resolution of challenges faced by clients and passengers. The CSS serves as the escalation point for all irregular operations related to passenger recovery, playing a key role in maintaining smooth operations in a fast-paced environment.

This role is based on-site at our Edmonton, AB (YEG) office.

A Day In The Life:

• Oversee day-of operations within the reservation, departure control, flight, and disruption systems.
• Liaise with Airports, Operational Control Center, and Customer Service to provide information and resolve emerging issues.
• Serve as the escalation point for irregular operations, specifically related to passenger recovery.
• Process flight disruptions, including hotel requests, passenger rebookings, and mass passenger movements, following Flair’s policies and tariffs.
• Provide technical support and regulatory guidance to airport ground handlers through various communication channels.
• Align decision-making processes with APPR (Air Passenger Protection Regulations) and Transport Canada (TC) regulations.
• Demonstrate critical thinking and problem-solving skills by providing support to passengers and airport stakeholders.
• Provide direction to airport stakeholders on contingency plans during system outages.
• Collaborate with IT to troubleshoot, document, and report technical issues to ensure timely resolution.
• Complete various administrative and operationally critical tasks.
• Maintain highly accurate and well-documented customer records and flight information.
• Provide documentation, insights, and general information about passengers to relevant stakeholders as required
• Participate, lead, and/or manage projects related to customer solutions and operational improvements.
• Coordinate cross-functional teams to ensure the successful execution of projects within established timelines and budgets.
• Monitor project progress, identify potential risks, and implement mitigation strategies.
• Prepare and deliver regular updates to senior management on project status, outcomes, and any issues encountered
• Ensure that all projects align with Flair’s strategic goals and regulatory requirements.
• Perform other duties as assigned.

What You Bring to the Role:

The preferred candidate should exemplify Flair's core values of respect, honesty, accountability, and efficiency while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • University/College degree/diploma is considered an asset.
  • French/Spanish fluency is considered an asset.
• Experience:
  • Minimum of 6 months of previous Airline Operations/Support experience is required.
  • Understanding of the application of all applicable government regulations as they relate to air travel (APPR, CTA, DOT, CAR’s, TC).
  • Intermediate knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Skills and Abilities:
  • Technical Proficiency- Demonstrates a deep understanding of technical concepts and can apply said concepts effectively.
  • Achievement orientation - Demonstrates the motivation to work hard, be successful, and complete challenging tasks.
  • Communication - Effectively conveys verbal and written communication in a way that is easily understood by their audience.
  • Decision making - Makes informed and thoughtful decisions based on knowledge, experience, and judgment.
  • Dependability - Can consistently meet deadlines and reliably fulfill their responsibilities.
  • Emotional control - Maintains personal composure and active listening during times of stress or pressure when things are uncertain or when faced with conflict or disagreement.
  • Facilitating teamwork - Can consistently promote teamwork and cooperation amongst the team.
  • Independence - Is self-motivated and can work independently.
  • Integrity and trust- Is truthful, trustworthy, and honest.
  • Managing uncertainty - Effectively copes with change. Can make responsible decisions using the available information. Is comfortable with a changing set of circumstances and can shift accordingly.
  • Multi-tasking - Ability to perform and complete multiple tasks simultaneously or switch between tasks efficiently.
• Requirements:
  • Clear criminal record check and satisfactory employment references
  • Must be legally eligible to work in Canada without restriction.

Why You’ll Love Working Here:

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us, you’ll have access to a comprehensive benefits package designed to support your well-being—because when you’re at your best, so are we. This benefits package includes:

• Comprehensive Salary– A salary that reflects your experience and contributions.
• Comprehensive Benefits – Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
• Retirement Savings – A pension plan with employer-matched contributions.
• Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

If you’re ready to join a team that’s bold, innovative, and fun, we want to hear from you!

Your Career, Your Journey—Join Flair!

If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role. We look forward to reviewing your application.

Apply by: June 21, 2025

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.

Website: flyflair.com