Position Summary

The Customer Service Agent is responsible for positive, friendly and prompt customer service, ensuring that all customers/passengers visiting the check-in counter with inquiries and/or complaints are handled effectively and professionally, actively demonstrating and continuously supporting customer sales and service standards at all times.

Personal Characteristics

• Able to investigate and troubleshoot customer service issues


• Able to resolve conflicts and negotiate and manage customer issues professionally


• Highly adaptable, with the ability to respond quickly in a dynamic environment


• Professional and respectful, with a positive work attitude


• Timely with a high level of commitment to on-time performance is essential


• Motivated with the ability to work independently and as part of a team


• Effective verbal and written communication skills


• Able to handle stressful situations in a calm and effective manner


• Customer Service-oriented with a commitment to exceptional service


• Strong attention to detail


• Work well under pressure and exercise tact and patience when dealing with both employees and customers


• High level of respect, understanding and regard for First Nations communities

Key Responsibilities and Accountabilities

• 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 and 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 or via telephone by following policies and procedures as they relate to customer service, e.g. booking flights, cargo inquiries, performing various admin duties, obtaining passenger information, issuing boarding passes and following appropriate baggage handling procedures at the check-in counter.


• Provide flight crew with accurate manifest and paperwork.


• Track Company aircraft movements via the Flight Operations Program.


• Meet and assist arriving customers/passengers and assist in boarding flights.


• Assist customers/passengers in irregular operation situations, e.g. flight rebooking, transportation, meal vouchers, etc.


• Provide and support optimal levels of customer sales and service by being cognizant of yourself and/or peers with the coordination and scheduling of day-to-day duties/tasks and/or breaks/lunch assigned by Supervisor and/or Manager.






• Offer ideas towards identifying and recommending department efficiency opportunities, improvement opportunities and/or potential sales and service opportunities to the Supervisor and/or Manager Customer Service to optimize customer sales and service delivery of the overall department.


• Act as a cargo acceptance agent in bases where none are present.


• Actively participate in the Company’s Safety Management System.


• Perform additional duties as assigned.

Minimum Education, Experience and Certifications

• High school diploma or General Education Degree (GED) equivalent


• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations


• Experience using Microsoft Office Suite (Outlook, Excel, Word)


• Previous customer service experience considered an asset


• Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)


• Indigenous and Cultural Awareness Training considered an asset

Working Conditions

• Physically able to perform all listed job duties


• Travel by aircraft and other means as required by role


• Manual dexterity required to use desktop computer and telephone


• Work performed both indoors and outdoors; employee must be able to adapt to all outdoor weather conditions


• Able to lift and carry up to 50 lbs


• Various shifts at a fast pace in order to meet service level requirements of the airline