Customer Care Ambassador
3 months ago
Job Title: Customer Care Ambassador - in-terminal Lead Temporary Relief
Posting ID #: 2018 SS In-terminal Lead - Temporary Relief
Employer: Concorde Airport Services
Rate:
Job Classification: Full-time
Who is Concorde?
Concorde has been providing significant, continuous and expanding services to The Calgary Airport Authority since 1993. The Customer Care Ambassador Services has now been added to our existing portfolio of airport services. We pride ourselves on providing the best possible level of customer service to passengers, tenants, agencies, and other partners at YYC Calgary International Airport.
Our Customer Care Ambassadors
Beyond our smiles and easily identifiable red attire, we provide an exceptional passenger experience from roadside to runway. We play a critical role helping passengers and other airport users navigate the terminals and its processes, in a friendly, professional, and caring manner providing a passenger experience that is second to none.
Your Role
The in-Terminal Lead will oversee the operations and passenger service requirements related to the airport.
- Staff, train and manage the Ambassadors;
- Stay informed about any changes or updates to airport operations, passenger processes, services, etc., and communicate to ambassadors in a timely manner;
- Provide operational assistance during irregular operation events (IROPS) as per YYC operational procedures or as directed by the Airport Duty Manager.
- Manage and supervise the daily operational schedule. Ensure that all ambassadors are providing exceptional customer service to passengers;
- Keep apprised of airline flight schedules and up to date flight information;
- Respond to emergency situations as directed by the Airport Authority;
- Maintain detailed and accurate records of all matters related to the performance of the services and staff performance.
- Participate in Zone Evacuation Officer program;
- Perform other duties as required.
- Working Conditions:
- Prolonged standing required**;**:
- Walking long distances may be required;
- Shifts may run throughout a 24 hour/ 7 day week period and may be on rotational basis. Shifts may change based on operational need;
- The airport is not a scent free environment;
- Ability to lift up to 25lbs/11.5 kg;
**Requirements**:
- Outstanding interpersonal skills, coupled with the ability to communicate effectively
- Strong commitment to excellence and attention to detail
- Demonstrates leadership with the capability to motivate and inspire
- Superior organization and time management skills; coupled with the ability to prioritize multiple tasks
- Demonstrates initiative and follow through
- Superior customer service skills
- Excellent ability to problem solve
- Advanced computer skills
- Excellent communication and writing skills
- Exceptional time-management skills and the ability to prioritize your own work and the work of others
- Ability to develop effective working relationships with staff, peers, and industry contacts in a team environment.
**Job Type**: Contract
Contract length: 3 months
Work Location: In person
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