Customer Experience Specialist - Proactive Hiring

About the role

Being part of Air Canada is to become part of an iconic Canadian symbol. You'll handle a range of situations with empathy and professionalism to ensure a positive experience.

Responsibilities

• Deliver outstanding customer service throughout the travel journey.
• Aid passengers requiring special assistance, ensuring safe and timely transport to gates or baggage claim.
• Perform check-in duties, including issuing boarding passes, seat selection, baggage processing, and verifying travel documents.
• Provide information and make reservations, including guidance on Customs and Immigration requirements.
• Cook up boarding procedures and operate loading bridges in compliance with safety protocols.
• Coordinate with passengers experiencing disruptions, including delays, oversells, and irate passengers, ensuring smooth resolution.
• Support VIP passengers, including First-Class lounge services and check-in assistance.
• Update passenger records in the system (PSS) to ensure accurate processing.
• Make and document operational decisions in the absence of supervisory staff.
• Uphold company standards, including professional appearance and conduct.

Qualifications

• Ability to lift seventy (70) lbs unaided;
• Ability to stand for extended period of time;
• Ability to use tact, good judgement and initiative;
• Capable of expressing self in a clear and pleasant manner;
• Ability to work under pressure with a minimum of supervision;
• Ability to efficiently use the Company's automated reservations, ticketing and baggage tracing systems post-training;
• Adhere to Air Canada's uniform guide and grooming standards;
• Ability to meet Air Canada medical standards through a medical examination;
• Employment is subject to meeting US Custom & Boarder Protection (USCBP) requirements for obtaining both a Customs Seal and an Airport ID Badge;
• Non-citizens with Employment Authorization Documents (EADs) may not be eligible to obtain a Customs seal. Please consult U.S. Customs and Border Protection website for eligibility information (https://www.cbp.gov/travel/ebadge-trusted-worker-program)
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment;
• Candidates must be available for shift work in a 24/7 operational environment, including mornings, evenings, weekends, and statutory holidays;

Benefits

• Financial benefits: Pension program, Employee Share Ownership Program, and Profit Sharing.
• Wellbeing & health benefits: Health, dental, and life insurance for you and your family (if necessary).
• Recognition: Air Canada’s recognition program (Shine) allows you to recognize and be recognized for those outstanding moments.
• Travel privileges: A generous employee travel program for you and other eligible once you have completed twenty-eight (28) weeks of service. This includes, but is not limited to standby travel, hotel & car rental discounts, Air Canada Vacation discounts, and more.