Job Description

Summary
The Customer Service Agent (CSA) provides all passenger/customer services as contracted by the customer including reservations, ticketing, baggage processing, terminal/gate check-in, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Job Duties

• Checks passengers in at ticket counter and gate and hands out boarding passes for outgoing flights
• Actively participates in the Safety Management System (SMS)
• Inspect and verify passenger documentation
• Checks passenger baggage and places bag tags on them at the ticket counter for appropriate destination
• Coordinates ticket counter activities with those on the ramp regarding baggage handling to assure that all bags get on the outgoing flight
• Handles customer complaints regarding ticketing and baggage handling when problems arise. (i.e. lost baggage, lost/misplaced tickets, canceled flights or delayed flights)
• Makes announcements regarding flight activity at gate or over airport\xe2\x80\x99s general PA system
• Answers passenger inquiries regarding flight schedules, fares, space availability for a particular flight and other questions that may arise
• Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
• Assist Ramp Service Agents to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Communicates with flight crew on ground and via ground to air radio
• Maintains the level of service expectations of both the passenger and the airline customer at all times
• Comply with all federal, provincial, municipal, airport authority and carrier security requirements and SA\xe2\x80\x99s SOPs and policies
• Participate in training to comprehend, implement, and maintain all quality objectives as stated in our Quality Management System to ensure delivery of desired levels of operational safety and security.
• All employees are responsible for ensuring quality control in their own activities.
• Cooperate fully with Inspectors to achieve quality inspection commitments
• Performs other duties as required

Requirements

• Must be at least 18 years of age
• High School diploma at a minimum
• Passionate about customer service
• Excellent communication skills (written and verbal)
• Commitment to continuous improvement
• Self-motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply flexible approach when required
• Must be able to type and learn airline specific computer reservation/ ticketing software
• Willingness to work in inclement weather
• Must be able to undergo a Criminal Record Check and obtain a Clear result, and be able to obtain airport security clearance
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Strong work ethic and positive team attitude

Physical Requirements

• Must be able to lift up to 50lbs (23kg)
• Must be able to stand, lift, bend, push and pull for an extended time
• Must be willing to work in all types of elevated noise levels within the airport environment

Background Qualifications

• Must be willing to work various shifts, weekends, or irregular shifts
• Computer skills required

Requirements

• Must be at least 18 years of age
• High School diploma at a minimum
• Passionate about customer service
• Excellent communication skills (written and verbal)
• Commitment to continuous improvement
• Self-motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply flexible approach when required
• Must be able to type and learn airline specific computer reservation/ ticketing software
• Willingness to work in inclement weather
• Must be able to undergo a Criminal Record Check and obtain a Clear result, and be able to obtain airport security clearance
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Strong work ethic and positive team attitude

Physical Requirements

• Must be able to lift up to 50 pounds
• Must be able to stand, lift, bend, push and pull for an extended time
• Must be willing to work in all types of elevated noise levels within the airport environment

Background Qualifications

• Must be willing to work various shifts, weekends, or irregular shifts
• Computer skills required