Coordinator, Customer Service

3 weeks ago

Iqaluit, Canada Canadian North Full time

The Customer Service Coordinator is responsible for ensuring the highest level of customer service for our passengers by leading our CSAs in processing passenger checking-in, processing baggage, and their general inquiries.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $27.75 per hour as per the UNIFOR Collective Agreement or commensurate with experience. In addition to the Northern Living Allowance.

**DUTIES AND RESPONSIBILITIES**:

- Must be able to perform, but not be limited to, the following duties and responsibilities:_
- Provide input into Employee scheduling and assignment, on the job training and instruction;
- Ensure that Company policies and procedures are adhered to;
- Process passengers and baggage;
- Make reservations and compute fares;
- Disseminate information;
- Assist passengers with mobility and special needs;
- Issue tickets/airway bills and process sales reports for deposit;
- Assemble, control and transmit reservations and passenger data;
- Administer Interline and employee travel for both business and leisure;
- Maintain records as required;
- Process claims for damaged or missing baggage;
- Record flight arrival and departure times;
- Conduct radio communications with the aircraft; and
- Other duties as assigned.

**SKILLS AND QUALIFICATIONS**:

- Include, but not limited to, the following minimum skills and qualifications:_
- High school diploma or equivalent related work experience i.e. travel tourism education, customer service/airline experience, etc.;
- 1 year of previous related experience combined with 1-year previous supervisory experience;
- Must possess a working knowledge of the Sabre Computer System;
- Possess a knowledge of passenger check-in and baggage handling;
- Solid knowledge of passenger service, ticket counter related procedures, and airport functions;
- Strong Leadership skills;
- Excellent Customer Service Skills & training;
- Fluently bilingual in English and French or English and Inuktitut considered an asset;
- Must be familiar with all aspects paperwork/documentation for all passenger service functions;
- Solid organizational skills, problem solving skills, decision making skills, and prioritizing skills;
- Strong interpersonal and communication skills for internal and external customers;
- Working knowledge of Windows, Excel and Word;
- Must possess strong communication, and interpersonal skills;
- Experience in handling passengers with mobility needs;
- Willing to assist in all areas of passenger services; and
- Willing to work irregular hours of operation and shift work.

Please note: relocation assistance is not available for this position.

Please note: This job entails irregular hours, including weekends, holidays, and shift work. Shift schedules will be bid in order of seniority.

As a result, we cannot provide you with a schedule around your current job, school schedule, activities, etc. You are however able to shift trade with your colleagues
- but you are responsible for the shifts that you are scheduled.

Employees will be given a minimum of (7) calendar days to select their shifts and the work schedule will be finalized (14) days prior to the effective date.

**Closing Date**: February 25, 2024.

**Experience**: Required
- 1 year(s): Previous supervisory experience.
- 1 year(s): Previous related experience.

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