Coordinator, Customer Service

Canadian North • Ikaluit, NU

10h • Onsite

About The Position

Customer Service Coordinators provide leadership and support to front-line staff while also working alongside them as active Customer Service Agents. They help guide daily operations, assist with scheduling and task assignments, and provide on-the-job training. This role requires a strong focus on safety, on-time performance, and proactive planning for irregular operations. Coordinators are expected to lead by example while delivering excellent customer service and fulfilling all duties of a Customer Service Agent.

Requirements

• High school diploma or equivalent related work experience
• 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
• Must be familiar with all aspects paperwork/documentation for all passenger service functions
• 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
• 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

Nice To Haves

• Candidates fluent in Inuktut will receive a language premium of $2.00 per hour.

Responsibilities

• Process passengers and baggage
• Make reservations
• 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
• 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
• Provide daily ops report
• Support staff with on-the-job training and guidance on uniform ordering, payroll system questions and other company systems required for their role

Benefits

• Comprehensive medical, dental, and retirement plan
• Discounted Travel + Free Travel Passes – Enjoy worldwide flight privileges after probation
• Career Growth – Build your aviation career with the trusted airline of the Arctic
• Northern Living Allowance of $8.89 per hour

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED