Passenger Service Lead | Toronto Pearson International Airport | Full Time

Main accountabilities include:

• Leads a team of Passenger Service Agents
• Ensure accuracy of all weight and balance requirements
• Promptly handle all customer service complaints with a focus on positive resolution.
• Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, airport announcements and checking for proper international documentation.
• Ensures tasks are performed in accordance with the Company and Airlines specific procedures and policies.
• Assist customers with special needs and unaccompanied minors.
• When operating jetways, Passenger Service Agents will be required to work at heights of over 15 feet and be responsible for open/closing aircraft doors.
• Must be able to read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags.
• Ensure the safe and secure operations in accordance with the highest possible standards of health, safety, security and all government statutory requirements
• Required to attend the mandatory training imposed by the Company and Airlines as per job role.
• Must be able to comfortably and continuously move/lift customer luggage with an average weight of 50 pounds, in some cases exceeded 70 pounds.
• Promote a professional image at all time and comply with company uniform standards
• Leads by example.
• Other duties as assigned.

Qualifications and Experience:

• Must be at least 18 years of age and legally able to work in Canada;
• Must have high school diploma, GED or equivalent work experience;
• Must be able to speak, read, and write in English;
• Must complete and pass initial new hire classroom and on-the-job training
• Valid G or G2 driver’s license with good driving record.
• Must be able to hold and maintain all required airport security clearance
• Reliability, our customer and your fellow employees rely on you
• Must be available and flexible to work variable shifts including weekends and holidays;
• Must be comfortable working in an airport environment
• Position requires long periods of time at the ticket counter and gate check-in areas; must be able to stand for prolonged periods of time.