Agent, Customer Service

The Customer Service Agent is responsible for ensuring the highest level of customer service for our passengers by processing passenger check ins, processing baggage, and assisting with general inquiries.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $21.00 per hour as per the UNIFOR Collective Agreement or commensurate with experience. In addition to the Northern Living Allowance.

Reporting to: Manager, Customer Service

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

• Process passengers and baggage;
• Make reservations and compute fares;
• Disseminate information;
• Process baggage;
• Respond to travel agency inquiries
• Assist passengers with mobility and special needs;
• Issue tickets and process sales reports for deposit;
• Assemble, control, and transmit reservations and passenger data;
• Administer Interline and employee travel both business and pleasure;
• Maintain records as required;
• Process claims for damaged or missing baggage;
• Record flight arrival and departure times;
• Conduct radio communications with the aircraft;
• Provide load data;
• Assist the Cargo/Ramp Attendant if so required with the processing of carry-on baggage, placement of cones etc., would not be required to load plane;
• Provide Web support as required;
• Participate in IRROP response;
• Assist customers with escalations and complaints; and
• Complete other duties as assigned.

Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

• High school diploma or equivalent related experience;
• 1 year of customer service experience;
• Possess a working knowledge of Sabre System;
• Bilingual in English/French or English/Inuktitut is considered an asset;
• Possess a knowledge of passenger check-in and baggage handling;
• Must be familiar with all aspects of paperwork/documentation for all passenger service functions;
• Must possess strong communication and interpersonal skills;
• Proven customer service skills;
• Works well in a team environment;
• Experience in handling passengers with mobility needs;
• Must be adept at handling multiple tasks, and prioritizing duties;
• Willing to assist in all areas of passenger services;
• Willing to work irregular hours of operation and shift work; and
• Ability to obtain and retain an Airport Restricted Area Identity Card in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Closing Date: March 20th, 2025.

Please note: relocation assistance is not available for this position.