Intake Specialist, Airline Division

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 m