Customer Service Agent (PT)

The opportunity

As a Jazz Customer Service Agent, you will be part of a team professionally representing Air Canada Express. In the course of a day, you will be responsible for greeting passengers, assisting them with their check in and bag tagging via our web-based computer system, as well as facilitating the boarding and deplaning of all Air Canada passengers in your station. You may be asked to lift a suitcase or push a wheelchair. The airport can be a fast-paced environment during the aircraft arrival and departure period; however, safety and customer service is our top priority.

Key responsibilities

• Using an airline computerized system:
  • Make reservations and assess fares.
  • Ticketing and complete daily sales reports.
  • Passenger check-in.
  • Check and weigh baggage, calculate any excess baggage charges and process payment.
• Make general passenger announcements.
• Liaise with external and internal customers (e.g. ramp agent, flight crew, dispatch).
• Provide outstanding customer service answering general inquiries at the airport.
• Assist passengers requiring special handling.
• Handle and resolve customer complaints.
• Departure gate customer service and boarding, and provide assistance to passengers to and from aircraft.
• Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.
• Perform other related duties, as assigned.

Depending on the base, other duties may include:

• Cargo processing.
• Handle missing baggage and damaged baggage claims.
• Jet-way operation.
• Conduct radio communications with aircraft and record flight information.

Required qualifications

• High school diploma or equivalent.
• If hired, must be able to successfully complete the Customer Service Agent initial training course in accordance with Company standards.
• Must obtain and maintain a Restricted Area Identification (RAIC) pass (to be obtained upon employment).
• Minimum one (1) year of customer service experience.
• Demonstrated judgment and problem-solving ability and effective decision-making skills.
• Excellent interpersonal, verbal and written communications skills.
• Ability to work varying shifts, handle tight deadlines, and prioritize multiple tasks.
• English language fluency or working knowledge.

Preferred qualifications

• Previous airline experience or post-secondary courses in travel and tourism is an asset.
• General computer experience including the ability to type and navigate the internet; previous experience using an airline reservation system is an asset.
• French language fluency or working knowledge is an asset.

Note: Bilingualism is a requirement in some of our stations. Please indicate on your application and resume if you are bilingual in English and French.

Benefits of joining our award-winning team

• Enjoy exclusive employee travel programs across the Air Canada network, giving you and your family access to incredible destinations.
• Secure your future with our competitive defined contribution pension plan designed to support long-term financial well-being.
• Benefit from a comprehensive health and wellness package, including health, dental, life, and disability coverage to keep you and your loved ones protected.