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Role Description

Makers Air is seeking a friendly, detail-oriented Virtual Reservations Agent to join our team remotely. As the first point of contact for our passengers, you will play a key role in delivering an exceptional customer experience and ensuring every passenger enjoys a smooth and efficient booking process.

In this fully remote role, you will:

• Provide exceptional customer service via phone and email in a remote environment.
• Manage a high volume of incoming reservation calls from passengers.
• Assist customers with new flight reservations, itinerary changes, cancellations, and general inquiries.
• Provide accurate information regarding schedules, fares, policies, baggage guidelines, and services.
• Create, update, and manage reservations with a high degree of accuracy.
• Process payments and issue booking confirmations.
• Resolve reservation-related questions and customer service issues in a professional and timely manner.
• Route calls to appropriate departments such as freight, operations, or customer service when needed.
• Coordinate with internal teams to ensure a smooth and seamless passenger experience.
• Maintain accurate passenger and reservation records within the reservation system.

Qualifications

• 2–4 years of experience in hospitality, aviation, travel, or call center customer service preferred.
• High school diploma or equivalent required; Associate degree in Aviation, Travel & Tourism, Business, or related field is a plus.
• Experience handling high-volume phone environments strongly preferred.
• Knowledge of travel to the Bahamas and Out Islands preferred.
• Experience with aviation reservation systems strongly preferred.
• Strong attention to detail with the ability to accurately manage fares, fees, and reservations.
• Excellent communication, customer service, and problem-solving skills.
• Ability to remain professional and efficient in a fast-paced, phone-based environment.
• Proficiency in Microsoft Office; additional languages a plus.
• Knowledge of FAA and TSA regulations, or willingness to learn.
• Comfortable learning new systems and working independently in a remote environment.

Requirements

• This position follows a fixed weekly schedule:
• Monday – Tuesday | 10:00 AM – 4:00 PM
• Wednesday | Off
• Thursday – Saturday | 10:00 AM – 4:00 PM
• Sunday | Off
• Flexibility to support occasional operational needs or holiday coverage may be required.

Working Conditions & Benefits

• Remote / Virtual position
• Work is primarily phone-based, handling a high volume of inbound calls.
• Must have a reliable internet connection and quiet workspace suitable for professional phone communication.