Customer Service Agent for Prm Services

2 months ago


Edmonton International Airport, Canada SAMSIC Assistance Canada Inc Full time

**Samsic is HIRING - Customer Service Agents (PRM Department)**

Are you passionate about teamwork and making a meaningful contribution? Do you picture yourself as someone who loves to help people? **Samsic Assistance Canada Inc** is seeking enthusiastic and caring individuals to join our diverse and vibrant team in Edmonton.

Founded in 1986, Samsic has expanded internationally from its origins in cleaning services to become a leader in integrated business services across diverse sectors. Now with a presence in over 27 international airports, including operations in North America, Samsic employs over **1,500 employees in Canada** alone and a global workforce of more than **125,000** dedicated to ensuring high-quality service in aviation.

“_Our organization is strong, and our greatest pride is to have the support of the men and women who contribute to our collective success day after day. Together, we will continue to grow and ensure our sustainability, now and into the future_.”
~ Groupe Samsic: Leader des services aux entreprises en Europe et dans le monde

**JOB DESCRIPTION**

**Position Overview**:
The PRM Agent plays a critical role in assisting and transporting passengers with reduced mobility (PRM) through various stages of their airport journey. As a PRM Agent, you will provide exceptional, safe, and compassionate service to ensure a smooth and comfortable experience for our customers.

**Responsibilities**:

- **Passenger Assistance**: Assist and transport passengers requiring mobility support, including wheelchair services, from initial contact points (e.g., check-in counters, gates) to destination points within the airport.
- **Customer Service**: Greet passengers with a friendly and courteous manner, providing assistance, information, and support as needed. Communicate effectively with passengers and colleagues.
- **Equipment Operation and Maintenance**: Safely lift and transfer passengers in and out of seats, wheelchairs, and other mobility aids using appropriate equipment and techniques. Ensure all wheelchairs and equipment are operational and sanitized.
- **Dispatch Software Usage**: Use PRM dispatch systems to receive and update job assignments in real time, managing passenger needs efficiently while providing updates on assignment status.
- **Safety and Compliance**: Follow all airport security protocols and company safety standards, conducting thorough safety checks and reporting any equipment issues.
- **Documentation and Reporting**: Verify passenger identification, monitor gate assignments, and ensure accurate documentation for PRM services provided. Report any incidents or delays promptly.
- **Area Readiness and Inventory**: Regularly stock and check the PRM service area to maintain readiness and ensure that necessary equipment is available.
- **Collaboration with Airport Staff**: Liaise with airline and airport staff to coordinate passenger transfers, address gate changes, and communicate any service delays.
- **Additional Duties**: Provide backup support to team members, assist with new employee training as needed, and undertake other tasks as assigned.

**QUALIFICATIONS**
- **Company Culture and Work Ethic**: We put a high emphasis on professionalism, company culture, and high standards. Our team values a positive attitude, strong work ethic, and a commitment to punctuality and attendance. If you’re not prepared to show up consistently and support your coworkers and our customers, this role may not be the right fit.
- **Customer Service Skills**: Excellent customer service skills with a positive, compassionate approach to assisting passengers.
- **Physical Stamina and Strength**: Able to lift up to 50 lbs and push wheelchairs with weights up to 250 lbs. Must be comfortable working on foot for extended periods and maneuvering equipment through various airport areas.
- **Safety Awareness**: Understanding of, or ability to learn, airport safety and security procedures, including safe transfer techniques and emergency response protocols.
- **Technical Proficiency**: Familiarity with dispatch software, mobile devices, and related technology for assignment tracking and communication.
- **Communication Skills**: Strong verbal communication skills to interact professionally and clearly with passengers, team members, and airport staff.
- **Adaptability and Resilience**: Ability to handle high-stress situations and respond calmly to changes in schedules or operational needs.
- **Punctuality and Reliability**: Dependable attendance and punctuality are essential for this role. Must be available for flexible schedules, including early mornings, late nights, weekends, and holidays.
- **Educational Requirement**: High school diploma or equivalent.
- **Legal and Security Requirements**: Must pass a Transport Canada Security background check and be legally authorized to work in Canada.
- **Multilingual Ability (preferred)**: Proficiency in multiple languages, especially French or other widely



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