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Position Title: Customer Service Agent Training & Claims Coordinator Location: Winnipeg, MB Status: Full Time Start Date: Immediately Who We Are Calm Air International is a regional airline serving the Northern part of Central Canada. From its main bases in Winnipeg, Thompson and Churchill, Manitoba, and Rankin Inlet, Nunavut, Calm Air operates frequent, daily scheduled passenger, charters, and cargo flights throughout Manitoba and the Kivalliq Region of Nunavut. At Calm Air International LP, we value our customers, passengers, and the communities we serve. We are only as good as the employees who work with us. We are looking forhighly motivated, well-organized individuals, who work well in a fast-paced environment, to join our team Want to learn more? Visit About the Opportunity Are you seeking an exciting opportunity to work with a group of high performing professionals? Do you like to work independently as well as part of a skilled team? If so, we would like to hear from you We are looking for a highly motivated, well-organized individual, who thrives in a fast-paced environment, to join the Calm Air family. The sky is the limit What You''ll Get to Do The CSA Training & Claims Coordinator is responsible for supporting day-to-day customer care with respect to passenger operations. This position is responsible for assisting with the development, maintenance and facilitation of training within the Customer Service department. Additionally, this position will assist with the monitoring, review, processing and record keeping of passenger claims. The CSA Training and Claims Coordinator will work closely with the Manager of Reservation Systems & Training to ensure all staff are proficient with system capabilities and operational processes. This position will also work with the Passenger Solutions Manager with respect to customer claims. This position will offer support to our front-line staff and external customers. Operations: Facilitate training and assist staff with the understanding and implementation of such Monitor the compliance of initial and recurrent training for all Customer Service/Reservation staff in liaison with CSA leadership, and ensure training records are accurate and in compliance with company policy/TC regulations Provide updates, training tutorials and guidance material on new products, fixes, or processes Travel as required to facilitate training and maintain familiarity with Calm Air operations Organize and facilitate initial and recurrent training required for all customer service staff Coordinate with station leadership to ensure orientation training is conducted (records completed and filed) Arrange travel when/where required for trainees including booking of accommodations, flights and arrangements for transportation and meals Supply trainees with travel itineraries, agendas, and applicable course materials Assist with research, resolution, and response to Reservation system(s) technical errors/concerns and applicable third-party vendors (i.e. InteliSys, GDS, Travelport, etc.). Assist with monitoring, review, processing and tracking passenger baggage claims (delayed, lost, damaged, etc.) Assisting with monitoring, review, processing and tracking compensation claims and refund application under the APPR (Air Passenger Protection Regulations) Assist in providing regular updates to passengers as required with respect to their claims/refund requests Be knowledgeable of Calm Air''s flight schedule, fare products, rules, and the policies and procedures as found in the CSA Manual Be knowledgeable of Calm Air''s computerized systems (Amelia, VMO, GDS, Travelport ETDB, Pelesys etc.) Be knowledgeable of Calm Air''s Amelia Procedures for IRROPS support to front line staff and SOCC employees as required Assist with AMELIA/GDS troubleshooting and support as required, with respect to Amelia Reservations, GDS reservations, E-Ticketing inquiries from Travel Agents, etc. Assist with supporting Reservation tasks such as Pass Bureau inquiries, E-Tkt database handling, and/or reservations support Assist with the development and maintenance of Company policies and procedures, and the revision of the training curriculum Create, present and distribute new/revised training material as required Produce procedural memos and help create/update policy, procedure and training manuals as required Recognize and react to areas requiring additional training or updating Train the trainers and other applicable internal users as required (i.e. Reservations/CSA leadership) to support day-to-day operations, and use of Calm Air''s Reservations systems(s) Assist with troubleshooting and testing of reservation system releases, new products/features, and fixes Other duties as assigned Financial: Assist with annual department budget (training requirements and expenses) Provide recommendations for future budgeting of operational enhancements Adhere to all financial internal controls Engage in ongoing cost reduction analysis within your department Assist with addressing actions required as an outcome to internal audits (i.e., fixing reservations) Safety: Actively support the safety management system by following SMS processes and encouraging a safety reporting culture Promote occupational health and safety and participate in safety training Proactively communicate hazards and SMS initiatives within your department Skills & Experience We Value: Must possess strong critical thinking and analytical skills Proficiency with InteliSys Amelia reservations software required GDS knowledge an asset Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint) required Five or more years of relevant experience in passenger airline travel industry required Excellent verbal and written communication skills Ability to develop cooperative working relationships internally and externally Highly organized and meticulous with detail Must be able to work independently and within a team environment High school diploma or general education degree (GED) required (post-secondary education in related field an asset) Ability to travel is required Ability to work well under pressure Ability to obtain and maintain all required security clearances Previous supervisory/management experience an asset Inuktitut language is considered an asset Preference is given to Inuit Land Claims Beneficiaries The Benefits of Joining Our Team Along with being one of Manitoba''s Top Employers, we are proud to provide a cooperative and enriching work environment. In addition to a strong compensation package, Calm Air provides exceptional benefits which include: Registered Pension Plan starting at 5% matched after one year of employment Comprehensive Group Benefit Plan available upon hire with the exception of dental coverage which has a three month wait period Entitled to three weeks vacation after one year Airline travel and freight privileges Corporate and family events And more If This Sounds Like the Job for You, Contact Us At Calm Air, we value diversity and provide equal opportunities and accessibility for all qualified candidates. We encourage all members of a designated group or those requiring accessibility support to self-declare when applying.Applicants may request a reasonable accommodation related to the materials or activities used throughout the application process by emailing Please submit a resume in confidence by January 18, 2026. We thank all those who apply, but only those selected for an interview will be contacted.