Coordinator, Customer Service

The principal function of a Customer Services Coordinator is to provide leadership, support and direction to a group of Employees in the areas of technical expertise, customer service and operational demands and to carry out related administrative duties while remaining a full working member of the group performing the duties of a Customer Services Agent. Additional responsibilities include input into Employee scheduling and assignment, and on the job training and instruction. Decisions will be made first and foremost with focus on safety and an eye to on-time performance and planning for any irregular operations proactively. The Customer Service Coordinator duties also include but are not limited to those of a Customer Service Agent.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $21.00 per hour, or based on relevant experience, with an additional $4.25 Coordinator premium as outlined in the UNIFOR Collective Agreement. The successful candidate will also be eligible for a Northern Living Allowance.

Reporting to: Manager, Customer Service

DUTIES AND RESPONSIBILITIES:

Must be able to perform, but not be limited to, the following duties and responsibilities:

• Process passengers and baggage;
• Make reservations;
• Compute fares;
• Respond to travel agency inquiries;
• Issue tickets and process sales reports for deposit;
• Assemble, control and transmit reservations and passenger data;
• Administer Staff Travel and employee travel both business and pleasure;
• Process claims for damaged or missing baggage;
• Record flight arrival and departure times;
• Conduct radio communications with the aircraft;
• Provide load data;
• Assist customers with escalations and complaints;
• Lead daily briefings;
• Work with Customer Service Agents to extend shifts to cover operational needs when required;
• Daily Roster review for shift trades / OT
• Adjust daily roster and agent duties in support of operational changes, and to provide time for staff training requirements;
• Initiate and coordinate with other departments for customer satisfaction, on-time performance and IROP response;
• Prepare/review customer invoicing for ad-hoc third party services/equipment;
• Complete daily ASRs;
• Provide daily ops report highlighting staff successes and opportunities related to knowledge and procedure adherence;
• Support staff with on-the-job training and provide guidance on uniform ordering, payroll system questions and other company systems required for their role;
• Other duties as assigned.

SKILLS AND QUALIFICATIONS:

Include, but not limited to, the following minimum skills and qualifications:

• High school diploma or equivalent related work experience i.e. travel tourism education, customer service/airline experience, etc.;
• 1 year of previous related experience combined with 1-year previous supervisory experience;
• Must possess a working knowledge of the Sabre Computer System;
• Possess a knowledge of passenger check-in and baggage handling;
• Solid knowledge of passenger service, ticket counter related procedures, and airport functions;
• Strong leadership skills;
• Excellent customer service skills & training;
• Fluently bilingual in English and French or English and Inuktitut considered an asset;
• Must be familiar with all aspects paperwork/documentation for all passenger service functions;
• Solid organizational skills, problem solving skills, decision making skills, and prioritizing skills;
• Strong interpersonal and communication skills for internal and external customers;
• Working knowledge of Windows, Excel and Word;
• Must possess strong communication, and interpersonal skills;
• Experience in handling passengers with mobility needs;
• Willing to assist in all areas of passenger services;
• Willing to work irregular hours of operation and shift work; and
• Ability to obtain and retain an Airport Restricted Area Identity Card in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Closing Date: February 5th, 2025.

Please note: This is not a rotational position. Relocation assistance is not available for this position.

Please note: This job entails irregular hours, including weekends, holidays, and shift work. Shift schedules will be bid in order of seniority. As a result, we cannot provide you with a schedule around your current job, school schedule, activities, etc. You are however able to shift trade with your colleagues- but you are responsible for the shifts that you are scheduled. Employees will be given a minimum of (7) calendar days to select their shifts and the work schedule will be finalized (14) days prior to the effective date.