Common use of Reservations Sales Agent Clause in Contracts

Reservations Sales Agent. A Reservation Sales Agent may be called upon to perform the following duties: Answering, handling or transferring incoming calls as appropriate according to current procedures. Taking necessary action on reservations in accordance with current Company and Astral procedures. Handling calls with passenger, travel agencies, interline carriers or any other type of booking party to give information such as confirmation of space and flight delays. Working all types of queues except supervisory queue in centralized computer system. Through orientation and/or training programs maintain current knowledge on latest procedures published by the Company, circulars, memos, bulletins and other reference material. Screen, service or refer where necessary minor customer complaints and inconvenienced passengers to the appropriate department. Submit invoiced itineraries for booked passengers to the rate desk. Assignment to duties relating to prepaid ticket advices, rate desk, tele-ticketing, correspondence ticketing, refunds and the Vacation Center shall be at the discretion of management. Work currently performed in the Special Services area may be assigned to any full-time employee in the Reservations Sales Agent classification without the requirement for premium pay. Those persons receiving the Special Services premium as of January 1, 1999 shall continue to be paid the premium. Participation in training for performance of duties covered by job description and attending training classes at locations directed by the Company. Follow-up by telephone to travel agencies and passengers in order to obtain and furnish requested information for reservations, concerning the necessary documents, making hotel, and car rental reservations or similar types of arrangements for Aer Lingus passengers only except requests from Agents as listed. Employees will be required to perform reservations duties as set forth by management. Based on seniority, ability and suitability, agent may be delegated to perform all forms of customer service, administrative and/or clerical functions (whether or not within the scope of the Union agreement) on a voluntary basis not to exceed 90 consecutive days. During such voluntary delegation, the employee will continue to accrue seniority in his/her prior classification. There will be no more than two (2) voluntary delegations at any one time. Unless otherwise agreed, an employee who accepts such voluntary delegation(s) totaling of 90 days may not again be so delegated within 90 days of the end of the prior delegation. Prior to implementation, voluntary delegations will be discussed with the Union. Preparation of written reservations forms as required regarding requests made by travel agencies or potential passengers concerning schedules, tour brochures, etc., to be appropriately handled. All classifications covered under both Collective Bargaining Agreements, the Company may designate the following first verbal contact work from customers calling to Aer Lingus, currently performed by the Customer Complaint Unit, Inside Sales, Groups and Baggage support line, or any new type of work, which may be handled by employees in job descriptions covered under both Collective Bargaining Agreements. This work would not be exclusive and follow-up work would continue to be performed by non-union support staff as is current practice. The Company will guarantee that all staff covered under the Collective Bargaining Agreements, on the payroll as of date of signing, will not be laid-off for the life of this Agreement (April 23, 2015). See Letter of Understanding date April 24, 2015, for agreed interpretation.