Customer Experience Specialist

Air Canada • Newark, NJ

14h • $22 • Onsite

About The Position

Every passenger interaction is unique: You'll handle a range of situations with empathy and professionalism to ensure a positive experience.
The shift bidding and attendance policies take time to learn: They can be complex, but we’ll support you as you learn to manage your schedule effectively.
Flexibility is key: Irregular operations are common, and being adaptable with a positive attitude helps you thrive in a fast-paced environment.

Requirements

• Ability to lift seventy (70) lbs unaided
• Ability to stand for extended period of time
• Ability to use tact, good judgement and initiative
• Capable of expressing self in a clear and pleasant manner
• Ability to work under pressure with a minimum of supervision
• Ability to efficiently use the Company's automated reservations, ticketing and baggage tracing systems post-training
• Adhere to Air Canada's uniform guide and grooming standards
• Ability to meet Air Canada medical standards through a medical examination
• Employment is subject to meeting US Custom & Boarder Protection (USCBP) requirements for obtaining both a Customs Seal and an Airport ID Badge
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment
• Candidates must be available for shift work in a 24/7 operational environment, including mornings, evenings, weekends, and statutory holidays
• Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Responsibilities

• Deliver outstanding customer service throughout the travel journey.
• Assist passengers requiring special assistance, ensuring safe and timely transport to gates or baggage claim.
• Perform check-in duties, including issuing boarding passes, seat selection, baggage processing, 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, ensuring smooth resolution.
• Support VIP passengers, including First-Class lounge services and check-in assistance.
• Update passenger records in the system (PSS) to ensure accurate processing.
• Make and document operational decisions in the absence of supervisory staff.
• Uphold company standards, including professional appearance and conduct.

Benefits

• Pension program, Employee Share Ownership Program, and Profit Sharing.
• Health, dental, and life insurance for you and your family (if necessary).
• Air Canada’s recognition program (Shine) allows you to recognize and be recognized for those outstanding moments.
• A generous employee travel program for you and other eligible once you have completed twenty-eight (28) weeks of service. This includes, but is not limited to standby travel, hotel & car rental discounts, Air Canada Vacation discounts, and more.

What This Job Offers

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