Customer Service Agent

Position Summary

The Customer Service Agent’s primary responsibility is to serve the general public in a pleasant, respectful manner from the reservations process to passenger check in through to boarding the flight and accepting cargo. The Customer Service Agent understands his/her role as a Customer Service ambassador and always provides a positive Customer Service experience to all customers. The Agent participates in all assigned training and is responsible for completing training in the assigned amount of time. All duties are to be carried out safely and the CSA is responsible for maintaining a safe and healthy work environment by consistently following all rules, regulations, policies and procedures, and where necessary, reporting all unsafe or unhealthy conditions to a Supervisor and/or via the company safety program.

Personal Characteristics

· Motivated, with the ability to work independently and part of a team

· Ability to investigate and troubleshoot Customer Service issues

· Calm and professional with a pleasant demeanour

· Able to resolve conflicts, negotiate, and manage customer issues professionally

· Possess cultural awareness and sensitivity

· Effective listening and communication skills

· Exhibit initiative, responsibility and flexibility, with interpersonal skills that allow one to work effectively in a diverse working environment

· Ability to deal with people sensitively, tactfully, diplomatically and professionally at all times

· Strong attention to detail

· Ability to make decisions and meet deadlines while effectively handling multiple tasks/responsibilities/priorities simultaneously

Key Responsibilities and Accountabilities

· Communicate with operations, ensure that all flight operation duties are completed

· Answer customer inquiries and complaints in person and on the phone regarding fares, flight schedules, routes and operational requirements with sound judgment, diplomacy and tact

· Compute costs of tickets and issue baggage receipts for customers; collect excess baggage fees, service charges and provide receipts for customers

· Balance and complete daily sales reports and submit to the accounting department including cash box float

· Assist customers/passengers at check-in counter/via telephone by following policies and procedures as they relate to Customer Service, i.e. booking of flights, cargo inquiries, perform various admin duties, obtain passenger information, issue boarding passes and appropriate baggage handling procedures at the check-in counter

· Demonstrate positive and respectful teamwork by providing ongoing support and assistance to the overall Customer Service department, including working closely and effectively with operations and other check-in agents

· Offer ideas towards identifying, and recommending department efficiency opportunities, improvement opportunities and/or potential sales and service opportunities to the Eastern Regional Manager to optimize customer sales and service delivery.

· Perform all other duties as assigned by Supervisor/Eastern Regional Manager.

Minimum Required Education and Experience

· Grade 12 diploma

· Strong Interpersonal and communication skills

· Computer literate, including effective working skills of Microsoft Office

· Reservations Software experience, and/or previous airline experience an asset

· Ability to obtain airport security clearance

Working Conditions

The incumbent generally works shifts of various lengths with some flexibility of working hours (i.e. part time) and may encounter difficult weather conditions while working outside. Heavy lifting up to 50 pounds is required for handling of baggage. Assisting passengers with disabilities is also required.

We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted. Perimeter Aviation's hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted.

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

Schedule:

• Weekends as needed

Experience:

• Customer Service: 1 year (preferred)

Work Location: In person