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Customer Service/call Centre Agent
2 weeks ago
**Join our team**
Pacific Coastal Airlines is headquartered at the South Terminal building at Vancouver International Airport. We fly scheduled and charter service between busy international airports, remote destinations, and beautiful communities in the province of British Columbia and Southern Alberta.
**Note: Call Centre duties will be the primary (75%) responsibility of this role.**
**Responsibilities**:
- Respond to phone inquiries regarding fares, schedules, routings, etc.
- Book, change and cancel flight reservations
- Resolve service disruption issues over the phone and in person, determining alternative flight options
- Check-in passengers, issue boarding passes, verify immigration documents
- Check baggage and collect excess baggage/overweight charges
- Execute deplaning and boarding processes, ensuring a safe, on-time departure
- Process cargo shipments
- Possess an excellent understanding of company products, services, processes and guidelines and promote them at all times
- Commitment to providing a safe, stress-free and friendly passenger experience
- Deliver service standards in accordance with **Pacific Coastal Airlines** philosophy
- Other duties as assigned
**Qualifications and Competencies**:
- Experience in customer service
- Ability to work under pressure with mínimal supervision
- Clear and effective communication skills with demonstrated ability to have difficult conversations
- Ability to work in a time-sensitive, ever changing environment where multitasking and problem solving are key attributes
- Comfortable using computers, credit and debit machines
- Able to work outdoors during inclement weather conditions
- Flexible to work weekends, evenings, holidays and/or irregular shifts
- Must represent Pacific Coastal Airline in a professional manner to our partners, vendors, and customers
- Must be able to obtain and maintain designated security clearance
- Capable of lifting up to 70 pounds
**WHY PACIFIC COASTAL AIRLINES?**
**Company Culture**:We honour our company motto of People Friendly, People First for both our employees and our passengers. We encourage a positive, caring workplace and put a high value on collaboration, accountability, and loyalty. We are inclusive, respectful, and have a friendly corporate culture.
**Compensation**:We recognize and value industry experience by offering competitive compensation commensurate with prior experience as well as a company-match Group RRSP to assist with retirement planning.
**Health Benefits**: We offer a standard benefits package consisting of health, dental, travel medical, life insurance, AD&D, STD, LTD, an employee and family assistance program, paid sick days, and paid personal emergency days.
**Travel Benefits**:We offer excellent travel perks within the Pacific Coastal network for employees, their families, and their buddies. Also available to employees and their eligible family members is standby travel on many other airlines across the world. Additionally, employees are eligible for corporate discounts with various hotels and restaurants within the communities we serve as well as steeply discounted cargo shipping within the Pacific Coastal Airlines network.
**Employee Programs**:We have employee recognition and reward programs, a milestone service recognition program and employee appreciation events throughout the year.
