Customer Service Agent

Summary

The Customer Services Agent (CSA) provides all passenger/customer services as contracted by the customer including reservations, ticketing, baggage processing, terminal/gate check-in, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Job Duties
- Checks passengers in at ticket counter and gate and hands out boarding passes for outgoing flights
- Actively participates in the Safety Management System (SMS)
- Inspect and verify passenger documentation
- Checks passenger baggage and places bag tags on them at the ticket counter for appropriate destination
- Coordinates ticket counter activities with those on the ramp regarding baggage handling to assure that all bags get on the outgoing flight
- Handles customer complaints regarding ticketing and baggage handling when problems arise. (i.e. lost baggage, lost/misplaced tickets, canceled flights or delayed flights)
- Makes announcements regarding flight activity at gate or over airport’s general PA system
- Answers passenger inquiries regarding flight schedules, fares, space availability for a particular flight and other questions that may arise
- Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
- Assist Ramp Service Agents to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
- Communicates with flight crew on ground and via ground to air radio
- Maintains the level of service expectations of both the passenger and the airline customer at all times
- Service aircraft as needed i.e. cabin grooming
- Comply with all federal, provincial, municipal, airport authority and carrier security requirements and SA’s SOPs and policies
- Participate in training to comprehend, implement, and maintain all quality objectives as stated in our Quality Management System to ensure delivery of desired levels of operational safety and security.
- All employees are responsible for ensuring quality control in their own activities.
- Cooperate fully with Inspectors to achieve quality inspection commitments
- Performs other duties as required

**Requirements**:

- Must be at least 18 years of age
- High School diploma at a minimum
- Passionate about customer service
- Excellent communication skills (written and verbal)
- Commitment to continuous improvement
- Self-motivated and able to work independently
- Attentive to detail and numerate
- Must be able to type and learn airline specific computer reservation/ ticketing software
- Willingness to work in inclement weather
- Must be able to undergo a Criminal Record Check and obtain a Clear result, and be able to obtain airport security clearance
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
- Strong work ethic and positive team attitude

Physical Requirements
- Must be able to lift up to 70 pounds
- Must be able to stand, lift, bend, push and pull for an extended time
- Must be willing to work in all types of elevated noise levels within the airport environment

Background Qualifications
- Must be willing to work various shifts, weekends, or irregular shifts
- Computer skills required

**Part Time Position**
**Must be able to commit to 2 weeks Full time training**

**Job Types**: Part-time, Permanent

**Salary**: $16.70-$17.50 per hour

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Evenings
- Evening shift
- Holidays
- Morning shift
- Night shift
- Weekend availability

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location