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,…