Job Title: Customer Service Agent

Company: Jazz Aviation LP (Jazz) – operating as Air Canada Express

Location: Sudbury, ON

Overview

Jazz Aviation is looking for a Customer Service Agent to join our team at the Sudbury Airport (YSB). In this role, you'll be the face of Air Canada Express, handling everything from check-in to boarding while keeping safety and service at the center of everything you do. This is an active, on-your-feet role.

One minute you're greeting passengers and tagging bags through our web-based system, the next you're lifting a suitcase, pushing a wheelchair, or helping someone to their gate. The airport moves fast during arrival and departure windows, but you'll stay calm, organized, and customer-focused.

Responsibilities

Using our airline computer system to make reservations and check fares

Handle ticketing and complete daily sales reports

Process passenger check-in

Weigh bags, calculate excess baggage charges, and take payments

Make general passenger announcements over the PA system

Work closely with ramp agents, flight crew, and dispatch

Answer passenger questions and resolve complaints in person

Assist travelers who need extra help (mobility, unaccompanied minors, etc.)

Help with boarding, deplaning, and getting passengers to and from the aircraft

Follow all safety procedures — for yourself, your coworkers, and every customer

Handle cargo processing (depending on the Sudbury base)

Manage missing or damaged baggage claims (depending on the Sudbury base)

Operate the jet-way (depending on the Sudbury base)





Use radio communications with aircraft and log flight information (depending on the Sudbury base)

Qualifications

High school diploma or equivalent

At least one year of customer service experience (retail, hospitality, or similar counts)

Ability to complete our Customer Service Agent Initial Training course after hiring

Ability to get and maintain a Restricted Area Identification ID pass (we help with this after you're hired)

Strong judgment, problem-solving, and decision-making skills

Good interpersonal and communication skills — you're comfortable talking with all kinds of people

Flexibility to work varying shifts (mornings, evenings, weekends, holidays — airport life)

Fluent in English (written and spoken)

Additional Qualifications

Previous airline experience or post-secondary courses in travel/tourism

General computer skills plus any experience with an airline reservation system

French fluency or working knowledge — bilingualism is a requirement at some of our stations, and we proudly offer bilingual services across many airports. If you speak both English and French, please mention it on your application.

Advantages

Exclusive employee travel programs across the Air Canada network — you and your family get access to some incredible destinations

Competitive defined contribution pension plan to help you build long-term financial security

Comprehensive health and wellness package including health, dental, life, and disability coverage

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