The Customer Service Coordinator is responsible for ensuring the highest level of Customer Service for our passengers by leading our CSAs in processing passenger checking-in, processing baggage, and their general inquiries.
Level: As per the UNIFOR Collective Agreement.
Pay Rate: Starting at $27.75 per hour as per the UNIFOR Collective Agreement or commensurate with experience. In addition to the Northern Living Allowance.
DUTIES AND RESPONSIBILITIES:
Must be able to perform, but not be limited to, the following duties and responsibilities:
- Provide input into Employee scheduling and assignment, on the job training and instruction;
- Ensure that Company policies and procedures are adhered to;
- Process passengers and baggage;
- Make reservations and compute fares;
- Disseminate information;
- Assist passengers with mobility and special needs;
- Issue tickets/airway bills and process sales reports for deposit;
- Assemble, control and transmit reservations and passenger data;
- Administer Interline and employee travel for both business and leisure;
- Maintain records as required;
- Process claims for damaged or missing baggage;
- Record flight arrival and departure times;
- Conduct radio communications with the aircraft; and
- Other duties as assigned.
SKILLS AND QUALIFICATIONS:
Include, but not limited to, the following minimum skills and qualifications:
- High school diploma or equivalent related work experience i.e. travel tourism education, Customer Service/airline experience, etc.;
- 1 year of previous related experience combined with 1-year previous supervisory experience;
- Must possess a working knowledge of the Sabre Computer System;
- Possess a knowledge of passenger check-in and baggage handling;
- Solid knowledge of passenger service, ticket counter related procedures, and airport functions;
- Strong Leadership skills;
- Excellent Customer Service Skills & training;
- Fluently bilingual in English and French or English and Inuktitut considered an asset;
- Must be familiar with all aspects paperwork/documentation for all passenger service functions;
- Solid organizational skills, problem solving skills, decision making skills, and prioritizing skills;
- Strong interpersonal and communication skills for internal and external customers;
- Working knowledge of Windows, Excel and Word;
- Must possess strong communication, and interpersonal skills;
- Experience in handling passengers with mobility needs;
- Willing to assist in all areas of passenger services; and
- Willing to work irregular hours of operation and shift work.
Please note that relocation assistance is not available for this position.
This position closes on January 1, 2024.
Experience
Required- 1 year(s): previous related experience combined with previous supervisory experience