Coordinator, Customer Service

The Customer Service Coordinator is responsible for ensuring the highest level of customer service for our passengers by leading our Customer Service Agents in processing passenger checking-in, processing baggage, and their 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 and a Coordinator Premium.

Reporting to: Regional Manager, YZF

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 of 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: This is not a rotational position. Relocation assistance is not available for this position.

Please note: This job entails irregular hours, including weekends, holidays, and shift work. Shift schedules will be bid in order of seniority. As a result, we cannot provide you with a schedule around your current job, school schedule, activities, etc. You are however able to shift trade with your colleagues- but you are responsible for the shifts that you are scheduled. Employees will be given a minimum of (7) calendar days to select their shifts and the work schedule will be finalized (14) days prior to the effective date.

Closing Date: November 5th, 2024