Customer Service Agent (PT)

Our Customer Service Agent, Kamaljeet, explains why she is passionate about her work

The opportunity

As a Jazz Customer Service Agent, you will be part of a team professionally representing Air Canada Express. In the course of a day, you will be responsible for greeting passengers, assisting them with their check in and bag tagging, via our web based computer system, as well as facilitating the boarding and deplaning of all Air Canada passengers in your station. You may be asked to lift a suitcase or push a wheelchair. The airport can be a fast paced environment during the aircraft arrival and departure period; however, safety and customer service is our top priority!

Key responsibilities

• Using an airline computerized system:
  • Make reservations and assess fares;
  • Ticket and complete daily sales reports;
  • Handle passenger check-in;
  • Check, weigh the baggage, calculate any excess baggage charges and process payment;
• Make general passenger announcements;
• Liaise with external and internal customers (i.e. ramp agent, flight crew, dispatch, etc.);
• Provide outstanding customer service answering general inquiries at the airport;
• Assist passengers requiring special handling;
• Handle and resolve customer complaints;
• Provide departure gate customer service and boarding as well as provide assistance to passengers to and from aircraft;
• Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers;
• Perform other related duties, as assigned.

Depending on the base, other duties may include:

• Cargo processing;
• Handle missing baggage and damaged baggage claims;
• Jet-way operation;
• Conduct radio communications with aircraft and record flight information.

Required qualifications

• High school diploma or equivalent;
• If hired, must be able to successfully complete the Customer Service Agent Initial training course in accordance with Company Standards;
• Must obtain and maintain a Restricted Area Identification ID pass (to be obtained upon employment);
• Minimum one (1) year of customer service experience;
• Demonstrated judgment and problem-solving ability and effective decision-making skills;
• Excellent interpersonal, verbal and written communications skills;
• Ability to work varying shifts, handling of tight deadlines, and prioritization of multiple tasks;
• English language fluency or working knowledge.

Preferred qualifications

• Previous airline experience or post-secondary courses in travel and tourism;
• General computer experience including the ability to type and navigate the internet as well as any previous experience using an airline reservation system;
• French language fluency or working knowledge.

Note: Bilingualism is a requirement in some of our stations. We are proud to offer Bilingual Services at many of the airports we serve. Please indicate on your application and resume if you are bilingual in English and French.

Benefits of joining our award-winning team

• Enjoy exclusive employee travel programs across the Air Canada network, giving you and your family access to incredible destinations.
• Secure your long-term financial well-being with our competitive, employer-supported retirement savings programs (defined contribution pension plan or voluntary group RRSP) for permanent employees.
• Benefit from a comprehensive health and wellness package, including health, dental, life, and accident insurance to keep you and your loved ones protected.

About Jazz Aviation LP

Jazz Aviation LP (Jazz) is Canada’s largest regional airline and Air Canada’s primary Air Canada Express operator, connecting people and communities to approximately 70 destinations across North America.

With over 4,200 dedicated professionals, Jazz fosters a workplace united by purpose and supported by programs and policies that promote safety, diversity, and wellness. Jazz is proud to be recognized for its strong commitment to people and culture. Visit our Company Awards and Recognition page to learn more about the honours we've earned.

Join our award-winning team and be part of shaping the future of regional aviation!

Our commitment to diversity, equity, inclusion, and accessibility

We strive to make our workplace accessible and inclusive. To support your success, we can provide accommodations for people with disabilities, such as adjustments or assistive measures to remove barriers during the recruitment process. If you require any accessibility support, please contact us at [email protected].

Jazz values diversity and we empower our employees to foster an internal culture of inclusion. Jazz is committed to providing equitable opportunities for employment and career advancement and we will continuously work to create inclusive and accessible work environments to maximize individual potential as well as psychological health and safety. Meeting the needs of passengers is critical to our success and we recognize the importance of a workforce that is reflective of the communities we serve.