Based in Toronto, Canada’s Billy Bishop Airport (CYTZ), the Customer Service Supervisor is Connect Airline’s front line lead ambassador who will ensure an efficient and convenient customer-centric experience for the daily business traveler.
Waltzing Matilda Aviation (Connect Airlines) Customer Service Supervisor is responsible for providing outstanding service to both our customers and internal stakeholders while ensuring the efficient day-of operation of the Customer Service Agents. The CSS must embrace the WMA values of " Safety, Service, Convenience and Reliability ". The successful individual will display and model behaviors that represent these corporate values at all times.
Responsibilities :
- Supervise the day-of operation of all Customer Service Agents and their check-in duties of both passenger and baggage during their shifts
- Ensure all customers’ questions and concerns are addressed in a timely fashion
- Be ready and willing to step-in and support the Customer Service Agents as operationally required at all times
- Responsible for Customer Service Agent day-of staffing allocation
- Be the on-site customer-facing lead during all irregular operations (IROPS) impact customer itineraries.
- Responsible for ensuring assigned Customer Service Agents have received all required training in accordance with Company policies and procedures
- Responsible for on-the-job (OJT) training for new hire Customer Service Agents
- Possess a strong understanding of the Company’s provided services
- Ensure the safety,
security and comfort of all customers at all times
- Ensure controllable on-time performance is at the forefront of all Customer Service Agents during day-to-day duties
- Other duties as assigned
Qualifications (required)
- Previous airline (above-wing) experience
- Previous supervisory experience preferably in an aviation setting
- Must be 18 years old and possess a high school diploma
- Excellent oral and written communication skills
- Must be able to provide and demonstrate an excellent level of customer experience and professionalism in the workplace
- Be able to lift and move baggage up to 70lbs/ 31.7kg without assistance
- Ability to work in a dynamic work environment where multi-tasking and problem-solving are required
- Able to work outdoors during inclement weather conditions as operationally required
- Must be able to work weekends, evenings, holidays, and/or irregular shifts
- Must be able to obtain a Restricted Area Identification Card (RAIC) security clearance
Qualifications (preferred)
- Previous experience using an airline reservation system is preferred
- Comfortable using computers, self-serve check-in kiosks, and credit/debit devices (Point of Sale systems)
Compensation and Benefits
- Compensation is competitive with similar operators and will be commensurate with the applicant’s experience
- Competitive Medical/Dental/Vision/L&D;/EAP life-work effectiveness program benefits, and more!
- Paid Time Off and Paid Company Holidays
- Group Retirement Savings Plan (GRSP) with a 2% sponsor contribution
- Job Description is inclusive of but not limited to the responsibilities listed_
About Us
Waltzing Matilda Aviation LLC (WMA) brings together a group of professionals who are passionate about flying, many with over 20 years of aviation experience each. WMA is an FAA-licensed Part 135 private jet charter operator. We began private (FAA Part 91) operations in June 2008 and have operated thousands of hours of protected and reliable flying since commencing operations out of the Boston area. We own and operate both our own aircraft as well as managed aircraft.
Proudly Launching: Connect Airlines
WMA is proudly launching Connect Airlines, offering scheduled passenger service with De Havilland Q400 turboprops to create business-friendly service between Toronto’s centrally located Billy Bishop Airport (YTZ) and important business centers in the US Northeast and Mid-West.
Come take off with us!
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Night shift
- Weekend availability
Ability to commute/relocate:
- Toronto, ON M5V1A1: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you currently have a RAIC - Restricted area identification card, if so which airport?
Experience :
- Airport Operations: 2 years (required)
📌 Customer Service Agent Billy Bishop Airport (Toronto)
🏢 Waltzing Matilda Aviation
📍 Toronto
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