Ambassador, Customer Care (Airmiles)

Address:

The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.

We are looking for people who share our passion for helping people, who are curious and will dare to try new things, people who want to be part of a team, who communicate authentically, and who want to give back to the community. Helping our Collectors resolve issues and maximize their earning potential in the Program while driving engagement while providing exemplary customer service.

Responsibilities:

• Help Collectors set new PINs, teach them how to navigate the website, assist with their concerns and sometimes just listen. 

• Provide outstanding Customer Service.

• Interact with Collectors over the phone, or email and assist them with their needs. Offer support while connecting and engaging. 

• Service incoming inquiries related to travel products, inquiries and reservations.

• Handle escalations and offer feedback while providing positive insights to our program.

• Listen, ask questions and empathize with Collectors.

• Be knowledgeable about the AIR MILES® Reward Miles’ merchandise and travel portfolio’s such as entertainment, sports, leisure, and retail certificates, along with flights, cars, hotels, travel insurance and other travel services.

• Drive value for Collectors through insights and what you know about them to engage them further in the Program

Qualifications:

• Must have access to high speed internet with a minimum download speed 20 Mbps and a minimum upload speed 3 MbpsPing less than 100 ms (Your internet provider can confirm)

• Providers in your area must have a hardwired DSL, Fiber, or Cable Internet via an Ethernet connection (Dial up, Wireless, or Satellite internet service cannot be used)

• Fluent written and spoken in both French and English.

• Previous work experience and/or education in the travel industry (preferred), along with experience interacting with customers in a various channels in a call center or customer service environment.

• Previous sales experience is an asset.

• Genuinely care about solving problems and providing exceptional Customer Service.

• Ability to listen, understand, engage and respond appropriately and professionally.

• Dependable, reliable,  act with integrity and exercise discretion and good judgment

• Self-starter who takes initiative to learn new skills, solve problems, be resourceful and be adaptable to change.

• Willingness to be active participant in our coaching culture and demonstrating the ability to receive, provide and implement coaching feedback and have a “can do” attitude. 

• Computer and web-savvy with the ability to navigate multiple software applications.

• Experience working in a Travel GDS system is an asset (Sabre preferred).

• Tico certification is an asset.

• Ability to work independently in a virtual environment where you work remotely with coworkers and leaders from the comfort of your home.

Note:    You must have flexibility to work throughout the hours of operation.  Your shifts are subject to change and selected based on tenure and channel.

The current Customer Care Operating hours are as follows (subject to change):

• English:        Monday - Friday 8 am to 10 pm and Saturday 9 am to 6 pm.

• French:        Monday - Friday 8 am to 7 pm and Saturday 9 am to 6 pm.

• Eastern Standard Time         

Note: Upon completion of Ambassador, Customer Care training, you will progress into the role of Ambassador, Customer Care Travel Sales.  In the future should an opportunity arise to apply your knowledge and skills, pending performance expectations are being met, you will have the opportunity to progress into the role of Senior Coordinator, Reservation Change.

Pay Type:

The above represents AIR MILES’ pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents AIR MILES’ expected target for the first year in this position.

AIR MILES’ total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. AIR MILES also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit:   https://jobs.bmo.com/global/en/Total-Rewards

About Us

The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.

Diversity, Equity and Inclusion

AIR MILES is for everyone. We are committed to our zero barriers to inclusion strategy – supporting equity, equal access to opportunities and growth for our colleagues, customers and communities facing systemic barriers. We believe inclusion is not only a strength but a competitive advantage for AIR MILES, and we focus on building a culture of inclusion that enables us to perform, innovate and be ourselves.  
If you are excited about the role, but don’t meet every single requirement outlined in the job description, we encourage you to apply anyway.  You never know, you might just be the right candidate for this role, or others!

In your application, please feel free to advise if you require accommodation for the interview process. We also welcome you to note which pronouns you use. Please know interviews are conducted remotely, via phone or video call. We look forward to ‘virtually’ meeting you!