Customer Sales and Service Agent. Comprises all those employees who perform (in person, by telephone, or through any media including social media) Customer Journey Management, direct marketing sales and service functions and passenger sales and service functions including contacts with the public, disseminating information, making reservations, processing reservations messages, assembling reservations data, issuing tickets, serving the public at Sales and Airport counters and gate locations, acting as Ground Hosts and Hostesses, and performing other related duties to any of the foregoing. 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.
Appears in 7 contracts
Samples: Collective Agreement, Collective Agreement, Collective Agreement
