Bilingual Operational Service Representative (French & English)Full-timeCompensation: CAD 19.2 - CAD 19.2 - hourlyWHO ARE WE?We’ve been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together – offering both experience and regional expertise so companies can operate their day to day, confidently and successfully.WHAT'S THE JOB?The Operational Support Representatives (OSR's) provide passenger flow, queue management and control into various areas of the Terminals at Toronto Pearson International Airport. OSR's are required to determine eligibility requirements and stream passengers quickly and efficiently into various queues while providing an exemplary level of passenger service. OSR’s are often the “first point of contact” with passengers and their objective is to make that interaction an exceptional experience for each and every passenger.Duties and Responsibilities:Always greet passengers with “Hello bonjour”Validate and confirm passengers need and right of entry/exit to/from controlled and restricted areasValidate acceptable travel documentation to enable passenger entry to certain areasAssist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosksControl the backflow of passengers into controlled/restricted areasMonitor assigned area/zone to ensure the efficient and expeditious flow of passengersAnticipate and create memorable passenger experiencesEstablish effective working relationships with other Terminal service providers to ensure the availability of products/services consistent with passenger needs (i.E wheelchairs, electric passenger carts, baggage carts, porter services,



etc.)Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/eventsMake recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengersConvey a skilled and welcoming presence by interacting with members of the traveling and general public while multi-taskingEnjoy meeting and working with people while having an outgoing and engaging personalityListen carefully and have patience with all passengers or visitors to PearsonBe proactive and assist passengers and guests by solving problems or directing them to the airline/stakeholder or information kiosk for assistanceTake direction and react quickly to changing prioritiesAchieve intermediate technology skills to be able to use specific airport equipment (hand scanner, cell phone, basic software programs)Maintain sharp observation skills along with awareness of surroundingsRead memos and communications before shift commencesPerform any additional duties assigned by Supervisor or managementReplace stanchions in designated areas of the building as per approved layout. Each plan includes the number of stanchions, placement area, direction of flow, special class line and overflow plan.Realign or add stanchions when queues grow to maintain line managementClean stanchions and maintain serviceabilityRemove any stanchions that require repair and recordAlways ensure care and control of any technology devicesWHO ARE WE LOOKING FOR?18 years of age or olderMust be comfortable using a handheld device to record dataPossess clear, concise communication skills in French & EnglishAbility to read,



understand and provide guidance/instructions to othersAbility to realign stanchionsAbility to work individually or within a teamMinimum High School diploma or Grade 12 educationCustomer Service experience an assetHave a clear criminal recordMust be eligible to work in Canada.Physically capable of performing all duties as set out in the Job/Position specifically physical demands of the position require the ability to stand for prolonged periods of time during the shift ability to walk long distances and the ability to lift and relocate stanchions in order to effectively manage and adjust queuesSelf-motivated individual with a strong attention to detail.Excellent written & verbal communication and active listening skills.Able to work weekends, and holidays.Possession of a valid Restricted Area Identity Card (RAIC), and ability to apply for RAIC prior to starting employment.Successful completion of initial and recurrent company training is a pre-requisite for employmentReport on any deficiency in kiosk/e-gate technologySetup was as per SOP/directive during the time they have attended.OSR will direct and support passengers in getting to their desired destination around Toronto PearsonOSR will utilize Smartsheet to complete a quick form to report on how many passengers were escorted and to which sector.Wait times during holding and metering will be captured via Smartsheet to be easily accessible by GTAA Operations Teams for reporting purposes. Any details and/or communications can also be noted down in the Smartsheet for the next agent, GTAA Operations, and/or management to review.Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.#J-18808-Ljbffr

📌 Bilingual Operational Service Representative (French & English) - C$19.2 - C$19.2 An Hour (Winnipeg)
🏢 Dexterra Group
📍 Winnipeg