Terminal Service Representative

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work. Approximately 1,400 GTAA employees work non-stop with our partners and agencies to deliver a safe and welcoming airport experience at Canada’s leading global hub airport, Toronto Pearson. The impacts of the pandemic have been significant to our industry, yet we remain Pearson Strong and are realizing the opportunity to accelerate our Healthy Airport commitment. Join us on our accelerated journey in creating the airport of the future in a smart, healthy and profitable way.

**Position Summary**:
Reporting to the Manager, Terminal Services, this position is responsible for maximizing the passenger flow in our terminal and groundside areas to achieve outstanding customer service, operational excellence, safety & security and revenue targets. The Terminal Service Representative (TSR) will be a liaison providing daily support to passengers, airlines, government agencies and other partners ensuring 100% customer satisfaction. The TSR will identify, resolve or raise issues to respective departments to ensure timely resolution and Service Level Agreements are achieved. This role will provide oversight of contracted operational services to ensure accountability for overall operations within the terminals in our efforts to consistently exceed customer expectations.

**Key Accountabilities**:

- Respond and resolve Customer/Government Agency/Tenant concerns through face-to-face interaction, identify root cause, create solutions and follow up ensuring issues are promptly addressed to complete satisfaction and to provide service excellence
- Responsible for monitoring and compliance by way of routine inspections of our facilities and assigned work areas. Ensure compliance with SLAs, and/or moving devices, and resource allocation
- Identify, report, track and trend deficiencies within the terminal building during each shift
- Coordinate day of events including new food and beverage concept openings, Retail, Customer Service Development, Ground Transportation and Continuous Improvement and ensure we are aligned with our Customer Service Strategy. This includes deployment of greeter’s booths, stanchion setups etc.
- Monitor systems and processes related to flow and connecting passengers (through ITPC, CATSA, USCBP, CBSA, and recheck etc.), and implement and communicate contingency plans as required, i.e. holding/metering in CBSA, metering at USCBP, cold weather queuing, ITPC holding etc. and ensure appropriate staffing levels for efficient passenger flow and a positive experience
- Monitor baggage recall process for connecting passengers and alert appropriate groups when recall times exceed established SLAs (ITD)
- Liaise and communicate with airlines and applicable government agencies to alert them of any potential disruptions to ensure a smooth passenger flow in the Terminal to promptly mitigate and resolve issues
- Monitor and configure terminals to enhance gating and passenger flow efficiency i.e. door swings, escalator and stanchion set up, screening points
- Ensure compliance within the terms of tenant leases and identifying infractions, and with official language requirements with respect to tenants and Government Agencies
- Oversight of airline service providers and contracted services, such as Wheelchair Services, OSR, Logistics, Porters and Baggage Service above wing.. Communicate and mitigate deficiencies in order to maintain service excellence
- Provide oversight and ensure compliance with approved Terminal Activity Programs, i.e. construction, events and VIP movements
- Proactively identify, address and resolve safety and security issues
- Anticipate and respond to demand issues (operational changes), prepare detailed reports
- Lead role in large scale IRROPs events, liaise with the Manager Operations, Terminals

**Qualifications**:

- Possess a high school diploma. College and/or University education preferred.
- Minimum 2-5 years’ experience in Customer Relationship Management, Customer Service and airport/airline operations experience
- Demonstrated experience interacting with stakeholders individually and within groups, multi-tasking and analyzing data in a fast-paced environment
- Airline/Tenant/Agency experience is an asset
- Ability to acquire and retain a Transportation Security Clearance

**Knowledge, Skills and Abilities**:

- Knowledge of local tourism/geography and the ability to promote such to the travelling public
- Knowledge of CBSA, USCBP, CATSA requirements, processes and procedures
- Knowledge and an in depth understanding of airport and airline operations
- Ability to deal with senior leadership of various airlines, agencies and tenants
- Ability to produce well written and succinct reports
- Knowledge and understanding of passenger connection programs and other relative airport systems
- Knowledge of passenger flow process at Toronto Pearson and their affiliated legislative SOP’s & Contingencies
-