Customer Experience Specialist

Air Canada • Washington, DC

7h • Onsite

About The Position

The Customer Experience Specialist delivers customer service throughout the passenger travel journey at Washington Dulles-area operations in Washington, DC. The role involves assisting passengers with check-in, travel documents, baggage, reservations, boarding, and special assistance, as well as supporting VIP customers and resolving operational disruptions. It requires adaptability in a fast-paced, 24/7 airport environment, sound judgment, professionalism, and the ability to work independently when supervisory staff are absent. The position is onsite and unionized (IBT).

Requirements

• Ability to lift 70 pounds unaided and stand for extended periods.
• Ability to use tact, good judgment, and initiative.
• Ability to communicate clearly and pleasantly.
• Ability to work under pressure with minimal supervision.
• Ability, after training, to use the company’s automated reservations, ticketing, and baggage-tracing systems efficiently.
• Adherence to Air Canada’s uniform guide and grooming standards.
• Ability to meet Air Canada medical standards through a medical examination.
• Must meet U.S. Customs and Border Protection requirements for obtaining a Customs Seal and Airport ID Badge; some non-citizens with Employment Authorization Documents may not be eligible for a Customs Seal.
• Punctuality and dependability in a fast-paced environment.
• Availability for shift work in a 24/7 operational environment, including mornings, evenings, weekends, and statutory holidays.
• Must be eligible to work in the United States when an employment offer is made and provide proof of eligibility before the start date; candidates are responsible for obtaining required work permits, visas, or other authorizations.

Nice To Haves

• Bilingual ability; preference is given to bilingual candidates when qualifications are equal.

Responsibilities

• Deliver outstanding customer service throughout the travel journey.
• Assist passengers requiring special assistance and ensure their safe and timely transport to gates or baggage claim.
• Perform check-in duties, including issuing boarding passes, selecting seats, processing baggage, and verifying travel documents.
• Provide information and make reservations, including guidance on Customs and Immigration requirements.
• Coordinate boarding procedures and operate loading bridges in compliance with safety protocols.
• Manage disruptions, including delays, oversells, and irate passengers, and work toward smooth resolution.
• Support VIP passengers, including First-Class lounge services and check-in assistance.
• Update passenger records in the passenger service system (PSS) to ensure accurate processing.
• Make and document operational decisions in the absence of supervisory staff.
• Uphold company standards for professional appearance and conduct.

Benefits

• Pension program.
• Employee Share Ownership Program.
• Profit sharing.
• Health, dental, and life insurance for the employee and family, if necessary.
• Employee recognition program (Shine).
• Employee travel privileges after 28 weeks of service, including standby travel and hotel, car rental, and Air Canada Vacation discounts.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed