Customer Experience Specialist - Proactive Recruitment

Location: Miami, FL, United States (On-site)
Starting Salary: $18.35/hour
Department: Airports – North America
Category: Unionized Personnel (IBT)

Joining the Air Canada team means joining an iconic Canadian company. Are you passionate about reaching new heights, working as a team, and having the opportunity to make a significant contribution? Launch your career by joining our diverse and dynamic team, at the forefront of passenger air transport.

Important things to know

• All passenger interactions are unique: You will handle various situations with empathy and professionalism to ensure a positive experience.
• Job application and attendance policies take time to learn: they can be complex, but we will support you as you learn to effectively manage your schedule.
• Flexibility is essential: Operational irregularities and the ability to adapt with a positive attitude will help you thrive in a dynamic environment.

Main duties

• Provide exceptional customer service throughout the travel itinerary.
• Assist passengers requiring special assistance, ensuring they are transported safely and on time to boarding gates or baggage claim.
• Perform check-in tasks, including issuing boarding passes, seat selection, baggage processing, and verification of travel documents.
• Provide information and make reservations, including advice on customs and immigration requirements.
• Coordinate boarding procedures and operate boarding bridges in compliance with safety protocols.
• Manage disruptions, including delays, overbookings, and disgruntled passengers, ensuring everything is resolved smoothly.
• Handle VIP passengers, including first-class lounge services and check-in assistance.
• Update passenger records in the PSS (Passenger Service System) to ensure error-free processing.
• Make operational decisions and document them in the absence of responsible personnel.
• Adhere to company standards, including professional appearance and conduct.

Qualifications

• Ability to lift, unassisted, loads up to 32 kg (70 lb);
• Ability to stand or sit for long periods;
• Tact, judgment, and a keen sense of initiative;
• Ability to express oneself clearly and kindly;
• Ability to work under pressure with semi-autonomy;
• Ability, after training, to effectively use the company's ticketing, automated reservation, and baggage search systems;
• Comply with Air Canada's uniform and dress code standards;
• Ability to meet Air Canada's medical standards through a medical examination;
• Employment is subject to compliance with U.S. Customs and Border Protection (USCBP) requirements for 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 promote overall team success in a fast-paced environment;
• Candidates must be able to work shifts in an active 24/7 operational environment, including mornings, evenings, weekends, and statutory holidays;

Benefits

• Financial Benefits: Retirement Plan, Employee Stock Purchase 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 acknowledge exceptional efforts.
• Travel Privileges: A generous travel benefits program for you and other eligible persons once you have accumulated twenty-eight (28) weeks of service. The program includes, among other things, the possibility of travel based on availability, discounts on hotel stays and car rentals, Air Canada Vacations discounts, and more.

Conditions of Employment

Candidates must be eligible to work in the country concerned at the time an offer of employment is made and are responsible for obtaining any 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 strongly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding workplace that values the unique contributions of our employees to the success of our company.

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

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