Reports to: Operations Manager, Airline Division

Location: Remote

Overview

The Intake Specialist, Airline Division, serves as the first point of contact for airline partners and passengers. This role is responsible for delivering responsive, professional, and solution-focused support while ensuring claims are accurately documented, efficiently processed, and resolved in a timely manner. Key priorities include accurately entering and documenting airline claims, reviewing department emails ensuring all messages are actioned, responded to, and claims updated.

Platforms Used

• Outlook
• Teams
• Salesforce
• Global
• Talkdesk

Shifts

All times CST, schedule to be confirmed

• Evenings: 4:00 PM – 12:00 AM
• Overnights: 12:00 AM – 8:00 AM
• Weekends: 8:00 AM – 4:00 PM / 4:00 PM – 12:00 AM / 12:00 AM – 8:00 AM

Role Requirements

• Communication: Excellent English, written and verbal
• Speed and accuracy: Picks things up quickly and captures information accurately
• Documentation: Keeps clear, thorough records
• Proactive: Thinks ahead, builds relationships and owns intakes
• Tech skills: Computer savvy and able to multitask
• Support type: Inbound and outbound calls, with personal, human-to-human service rather than transactional support
• Ownership: Manages each case through to resolution, including coordinating across departments

What That Actually Involves

Handle Incoming Calls

• Answer all airline calls promptly and professionally, while listening to and assisting passengers/airlines, including those who may be upset or frustrated
• Enter claims into the system while on the phone and gather all necessary information
• Balance multiple tasks at once, including phone calls, claim entry, emails, and follow-ups
• Remain calm, patient, and empathetic, even in difficult situations

Process Claims & Documentation

• Review and document all claim details accurately
• Ensure all required information is captured and completed
• Verify and confirm claim notes, updates, and next steps with the passenger/airline

Manage Emails & Follow-Ups

• Review, respond and action all airline department emails requesting evening assistance
• Ensure all incoming emails are actioned, responded to and notes are updated in the claims
• Keep communication clear, timely, and professional

Ensure Accuracy & Accountability

• Read all notes and ensure accuracy
• Move reviewed notes into the portal and make them visible
• Action the claim, if required

Work with the Team & Support Operations

• Email the next shift when action is required on a claim
• Provide feedback to the Airline Division Operations Manager when required
• Attend onsite meetings when requested by the Airline Division Operations Manager

Requirements

What You Will Need

• Bilingual French or Spanish is an asset.
• A minimum of three (3) years of customer service experience, preferably in a call center or insurance claims environment.
• A minimum typing speed of 45 WPM (error rate less than 5%).
• Strong customer service skills with a commitment to delivering a positive customer experience.
• Excellent verbal and written communication skills
• Proven ability to multitask effectively with excellent organizational, prioritization and time management skills.
• Strong attention to detail and a commitment to maintaining accuracy and quality in all work.
• Effective problem solving and critical thinking skills
• Ability to remain professional, composed and effective under pressure while working in a fast-paced environment
• Flexibility to work days, evenings, weekends and/or statutory holidays as needed is required

Who We Are

The Company is North America’s leading mobility enhancement company. We rent, repair and service scooters, wheelchairs, walkers, oxygen, and all other types of personal mobility equipment in over 2,500 locations across North America and recently moved to directly selling mobility equipment through our online store and call center. Since 1997, the Company has been a proven innovator in developing solutions for travelers requiring personal mobility equipment. Today, the Company is the only company in the world uniquely positioned to accommodate a growing demographic utilizing these services worldwide. The Parent Company is the parent company for the Company worldwide.

The Parent Company was founded in 2012 in Japan to build a platform for short-distance mobility. Providing people with access to an innovative and well-designed personal mobility solution that can be used comfortability whenever needed. The company came together to redefine the perception of mobility devices through design and innovation. From personal mobility devices to fleet management and autonomous solutions, the Parent Company is at the forefront of personal Transportation.

Benefits

Additional Information

• Fun, flexible, team-oriented environment
• Remote role
• Operational hours: 24 hours/ 7 days a week
• Full-time role- 40 hours per week
• Maxicare HMO after 3 month probationary period