Job Description

CUSTOMER SUPPORT REPRESENTATIVE LEAD

Are you passionate about Safety & Security and seeking opportunity to join a team of Security Professionals?

A.S.P. Incorporated has provided security and customer service solutions for over 20 years to Canadian clients. We employ in excess of 2000 employees and are a subsidiary of ICTS EUROPE, which is operating in 22 countries and employing more than 17000 professionals. A.S.P provide services to some of the largest airports in Canada and has a significant presence in the Commercial and Residential spaces in Ontario and Alberta.

A.S.P. is looking for Passenger Assistance Representatives Lead to provide passenger flow and queue management and access control into various areas of the Terminal at Ottawa International Airport. CSR\'s are required to quickly and efficiently determine eligibility requirements and stream passengers into various queues while providing an exemplary level of customer/passenger service.

CSR\'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.

What you will do:

• Greet Customers, provide direction, exceptional Customer Service and assistance to all passengers
• Proactively monitor passenger flows into the Primary Inspection Lane as well as monitor congestion points and capacity levels at the Customs Hall and notify Shift Supervisor of any concerns
• Coordinate passenger flows at key areas as directed
• Practices Safety conscious behaviours and situational awareness
• Quickly and efficiently determine eligibility requirements and stream passengers into queues while provide superior customer service
• Validate/confirm passengers need and right of entry/exit to/from controlled and restricted areas
• Assist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosks
• Control the backflow of passengers into controlled/restricted areas
• Anticipate and create memorable passenger experiences
• Provides daily direction and communication to employees; schedules and controls resources and work arrangements within their zone to ensure an efficient and effective operation within established service level performance and quality standards, including employee uniform standards compliance
• Ensures all systems, tools/equipment and supplies needed by CSR team are available and in good working condition to enable smooth flow of operations and passenger satisfaction
• Guides, coordinates and controls the activities and work practices of their team to ensure maximum performance and efficiency
• Continually monitors and evaluates the operation and coordinates the adjustment of resources
• Continually monitors and evaluates the operation within their assigned zone to ensure passenger flow and queue management standards/targets are being achieved and to proactively identify passenger service issues in a timely manner.
• Coordinates the adjustment of resources or employee assignments to address changing/fluctuating demands and ensure a successful "Day of" operation.

Who you are:

• Minimum High School diploma or Grade 12 education.
• Fully bilingual in both French and English
• Minimum of one (1) year verifiable experience in a security field or any equivalent.
• Eligible to work in Canada.
• Physically capable of performing all duties as set out in the Job/Position Description 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 queues
• Self-motivated individual with a strong attention to detail.
• Excellent written & verbal communication and active listening skills.
• Able to work in Rotation 24/7 shift schedule, including nights, weekends, and holidays.
• Must be willing to provide Criminal Record check upon request.
• Possession of a valid Restricted Area Identity Card (RAIC), else would need to apply for RAIC prior to starting employment.
• Successful completion of initial and recurrent company training is a pre-requisite for employment
• Must be able to work Friday, Saturday and Sunday 2000-0500

Why you should work with A.S.P:

• We care about our team and their personal and professional success.
• We offer competitive salaries.
• You can have flexible schedules.
• Free airport parking when on shift.

A.S.P. Incorporated is committed to support a diverse workforce from various communities within which we operate. We encourage all qualified professionals, without regard to race, gender identity, colour, sex, marital / family status, citizenship, religion, sexual orientation, aboriginal status, age, etc. to apply.

The health and safety of our employees is our top priority. A.S.P is committed to taking every precaution reasonable in the circumstances for the protection of the health of safety of our employees from the hazard of covid-19 and requires full vaccination against covid-19 for our new and existing employees.

We are committed to accommodating all applicants throughout the recruitment and selection process.

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A.S.P. Incorporated