Lead Agent - Specialist - Customer Experience

Location: Las Vegas, NV, (USA)

Starting salary: $24.09 per hour

Department: Airports - North America

Category: Unionized Personnel (IBT)

Employment type: Permanent

Joining Air Canada is about joining an iconic Canadian company. Are you passionate about reaching new heights, teamwork, and making an important contribution? Launch your career by joining our diverse and dynamic team, at the forefront of passenger air transport.

Important details to know

• Operational needs can evolve rapidly: You will need to show flexibility and responsiveness by adapting to schedules, assignments, and resources to ensure smooth operations.
• Each team member plays a key role: Supporting others by providing training and ensuring coordination and clear communication helps build a strong, high-performing team.
• Leadership happens immediately: Whether guiding a team through a busy day or resolving unexpected challenges, your ability to lead with confidence and clarity will have a real impact.

Main responsibilities

• Perform all the duties of a Customer Experience Specialist and act as an Aircraft Services Coordinator when assigned.
• Contribute to daily operations under the direction of the service manager, ensuring smooth operations and compliance with procedures.
• Allocate staff, assign shifts, manage overtime and days off, and adjust service assignments based on operational needs.
• Assign and manage lunch and break schedules in accordance with collective agreements and operational efficiency.
• Organize on-the-job training and lead formal training sessions as instructed by Managers or the Training Department.
• Ensure team competence in all functions, notably Aircraft Services coordination.
• Ensure coordination with other work units, ground personnel, Catering, and airport and government authorities.
• Help handle VIP or dissatisfied customers and ensure effective communication between different departments.
• Supervise Contract Services, write result reports, and recommend improvements.
• Investigate safety and security incidents and accidents, write reports, and recommend corrective measures.
• Ensure adequate supply levels and compile statistical data to contribute to operational planning and information sharing.

Qualifications

• Ability to lift loads up to 32 kg (70 lbs) without assistance;
• Ability to stand or sit for extended periods;
• Tact, judgment, and a strong sense of initiative;
• Ability to express oneself clearly and pleasantly;
• Ability to work under pressure almost autonomously;
• Ability, after training, to effectively use the ticketing, automated reservation, and baggage tracing systems of the Corporation;
• Comply with Air Canada’s uniform and dress code guide;
• Ability to meet Air Canada medical standards as part of a medical examination;
• Employment is subject to compliance with the requirements of U.S. Customs and Border Protection (USCBP) regarding obtaining a customs seal and airport pass;
• Non-citizens holding employment authorization documents may not be eligible to obtain a customs seal. Please consult the U.S. Customs and Border Protection website for eligibility information (https://www.cbp.gov/travel/ebadge-trusted-worker-program);
• Proven punctuality and reliability to support overall team success in a fast-paced environment;
• Candidates must be able to work shifts in a 24/7 operating environment, including mornings, evenings, weekends, and statutory holidays;

Benefits

• Financial benefits: Pension plan, Employee share ownership plan, Profit sharing plan.
• Wellness and healthcare: Health, dental, and life insurance plans for you and your family (as needed).
• Recognition: Shine, Air Canada’s recognition program, allows you to highlight exceptional efforts.
• Travel privileges: A generous travel privileges program for you and other eligible individuals once you have accumulated twenty-eight (28) weeks of service. The program offers space-available travel, discounts on hotel stays and car rentals, Air Canada Vacations discounts, and more.

Employment conditions

Candidates must be eligible to work in the country concerned at the time a job offer is made and are responsible for obtaining the necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Language requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that highlights the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage diverse applications to build a workforce that is varied and representative of our customers and the communities where we live and serve.

Air Canada thanks all applicants for their interest, but only those selected for an interview will be contacted.