Customer Service Agent

Have you always wanted a career in AVIATION?

SAMSIC ASSISTANCE Canada

• Customer Service Agent (PRM)

Samsic is HIRING Customer Service Agents for our Passengers with Reduced Mobility (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 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.

PRM 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.

SAMSIC EMPLOYEE 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 80lbs and push wheelchairs with weights up to 250lbs. 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.
• Teamwork and Collaboration: Willingness to work collaboratively with others, supporting a positive and inclusive work environment.
• WHEN: November 14, 2025
• TIME: 10:00am to 5:00pm
• WHERE: Samsic Office, 3rd floor mezzanine, Edmonton International Airport, Leduc, AB Room 03-043
• Directions: Departures level, across from door 27, up escalator to 3rd floor, down the hall to the left.

DETAILS: Please apply WITH resume. You will then be contacted by a member of our team to be scheduled an interview window for the 14th.

We look forward to meeting you

Job Types: Part-time, Permanent

Pay: From $17.75 per hour

Expected hours: 20 – 40 per week

Benefits:

• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Application question(s):

• Are you flexible to start earlier or stay later past your end time should their be a delay in scheduled flight times?
• Do you have reliable transportation to and from the airport?

Language:

• a second language (preferred)

Licence/Certification:

• Driving Licence (required)

Work Location: In person