Passenger Service Representative

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada's leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you

As a GTAA employee, you'll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Terminal Services, the incumbent is responsible for answering public/passenger inquiries relating to the GTAA and airport operations and services; in-Terminal paging, both audio and video; performing the role of "Concierge" to the public and providing recommendations on various requests for restaurants, entertainment and transportation options.

As a Passenger Service Representative, you will:

• Provide guidance to passengers inside the Terminal on numerous processes and operating procedures.
• Answer public phone lines, in-Terminal courtesy phones, and social media inquiries.
• Attend to and resolve passenger inquiries or complaints inside and outside the Terminal.
• Handle the airport's Lost and Found program, including logging in lost items and reconciling them with their owner.
• Act as a first level responder to complaint calls in accordance with established protocols.
• Assist passengers in communication/co-ordination with airlines, agencies and tenants in relation to irregular events.
• Recommend sale of ground transportation tickets, hotels, and other ticket sales (tours).
• Provide translation services to the public.
• Monitor assigned process and report on observations.
• Monitor stanchion set-up, check-in, baggage belt assignments and flow of passengers and rectify if not to plan.
• Monitor and control the flow of passengers through processing areas (CBP, CBSA, CATSA) and configure swing doors to specific sectors of the Terminal which involves sweeping the lounge area in advance.
• Establish cold weather queue in the Terminals for Ground Transportation services.
• Distribute portable paging units during system outages.
• Coordinate queues during IRROPS or peak periods.
• Direct passengers during closures of facilities and controlling the flow into specific processing areas.
• Place temporary directional signage and responding within the Incident Management System (IMS) program and assisting with IRROPS and large-scale events as directed by the Manager, Operations.

This unionized position is classified at the Band 4 level, with an hourly wage of $37.53, based on a 37.5-hour work week. This is a 24/7 rotating shift position. A computer and written test may be administered as a part of the competitive process.

This is the role for you, if you have:

• Fluent oral and written communication skills in English, French and at least one other language.
• Demonstrated experience in customer service and interacting with the public in large and individual settings.
• Experience in a call centre environment and airport operations is preferred.
• Post-secondary education with a preference in Business Administration, Customer Service and/or Tourism/Hospitality; or have an acceptable combination of education, training and practical work experience.
• Ability to obtain and retain a Transportation Security Clearance.

Knowledge and skills you bring, that set you up for success:

• Knowledge of local and provincial tourism; local geography and methods of transportation to inform the travelling public, and knowledge of airport operations, layout and services provided.
• Demonstrated skills in dealing with the public in very busy and hectic situations, multi-tasking and prioritizing.
• Excellent interpersonal skills, and a great deal of tact and patience in dealing with the public and irate passengers.
• Ability to work with long periods of standing and walking within the Terminals, listening for extended periods of time in a call-centre environment, as well as moving and arranging stanchions and deploying IRROP phone carts, greeters' booths and temporary signage.
• Ability to interact with the public using numerous different mediums in various languages, gain and maintain control of a crowd and remain calm in stressful situations.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.