Customer Relations Representative. Comprises all those employees who respond to enquiries directed to the Customer Relations department at Air Canada (which includes Air Canada Jazz, tier three carriers operating under AC flight numbers and STAR Alliance partners), from internal and external customers, by Canada Post, fax, e-mail, social mediums or other electronic mediums which either exist today or that will be developed in the future. Included in this work is the sorting and distribution of customer correspondence to the applicable departments, the research and evaluation of customer issues and the composing of written responses and/or speaking to the customer directly. Included in these duties representatives may authorize or amend reservations, determine appropriate payment of compensation, waive penalties within departmental guidelines, and perform other duties related to any of the foregoing. Notwithstanding, this does not preclude management from responding to issues of a unique or specialty nature in accordance with existing practices. This also includes all those employees who perform the function of a Lead Customer Relations Representative. The principal function of a Lead Customer Relations Representative is to provide leadership, support and direction to a group of employees in the areas of technical expertise, customer service and operational demands while remaining a full working member of that group. Additional responsibilities include employee assignment, on the job training and instruction. Lead Customer Relations Agents shall not be permitted to be directly involved in the discipline of any other employee.
Customer Relations Representative. Comprises all those employees who respond to letters received in the Customer Relations department from internal/external customers, by e-mail, by phone, in person, by Canada Post or fax including research, evaluating customer’s issues, compose and format letters, authorized/amend reservations, determine appropriate payment of compensation and waiver of penalties within departmental guidelines, and performing other related duties to any of the foregoing. Notwithstanding, this does not preclude management from responding to issues of a unique or specialty nature in accordance with existing practices. This also includes all those employees who perform the function of a Lead Agent. The principal function of a Lead is to provide leadership, support and direction to a group of employees in the areas of technical expertise, customer service and operational demands while remaining a full working member of that group. Additional responsibilities include employee assignment, on the job training and instruction. Lead Agents shall not be permitted to be directly involved in the discipline of any other employee.
