Customer Service Ambassador (CSA) YHZ

Swissport International AG•Goffs, NS

3d•Onsite

About The Position

The Passenger Services Agent (Customer Service Ambassador) at Halifax Airport is responsible for assisting passengers from International locations within CBSA Restricted Areas within the Airport Facility. This role involves monitoring flight arrivals, assisting passengers with Primary Inspection Kiosks (PIK) and NEXUS machines, providing technical expertise on kiosk operations, offering general wayfinding support, and ensuring the disinfection of equipment. The CSA will also assist with International to Domestic (ITD) eligible flights, manage transborder baggage processes, and communicate with various airport authorities and airlines. The position requires participation in mandatory training programs and adherence to specific operational procedures.

Requirements

High School diploma or GED equivalent
Exceptional Customer Service and relevant work experience
Eligible to work in Canada with a valid, open work permit
Police Clearance Check if required from home country
Excellent communication skills (written and verbal) in English
Commitment to continuous improvement
Self-motivated and able to work independently
Attentive to detail and numerate
Ability to follow processes and procedures and apply a flexible approach when required
Willingness to work in inclement weather
Flexible to work on various shifts (days, evenings, nights, weekends, and holidays)

Nice To Haves

Experience as a passenger agent or equivalent experience in the aviation field is an asset.
Additional languages are desirable.

Responsibilities

Monitor flight arrival times and be present at least 15 minutes before flight arrival.
Greet all travelers in the Primary Inspection Lanes (PIL) area.
Assist arriving international passengers with the PIK and NEXUS machines.
Provide technical expertise regarding the kiosk and general PIK process, deferring CBSA-specific questions to CBSA Officers.
Provide general wayfinding support to passengers (e.g., washrooms, Immigration, PHAC).
Disinfect screens and buttons using provided cleaning agents.
Report any technical issues with PIK infrastructure to the Airport Service Centre (ASC).
Arrive at the SPIL area 15-20 minutes before an ITD-eligible flight arrival.
Determine if connecting passengers are eligible for ITD and direct them accordingly.
Assist arriving ITD eligible international passengers with PIK machines in SPIL.
Ensure passengers have required documentation ready before proceeding through PIK.
Direct passengers to a Customs Officer for final determination after PIK processing.
Greet all travelers at the Global Entry / Nexus machine and assist as required.
Provide technical expertise regarding the kiosk only, deferring Global Entry/Nexus process questions to USCBP or CBSA Officers.
Provide customer support and direction to passengers in loading baggage onto the US transborder baggage system.
Operate BIWIS semi-auto station.
Facilitate oversize baggage process.
Communicate maintenance issues to the ASC.
Communicate with the Baggage System Attendant (BSA) via radio.
Monitor blue bin supply and request BSA re-stock.
Communicate with airlines using the provided phone list.
Manage operator intervention from the baggage system, including fault resolution and manual BIWIS operation.
Communicate with CATSA to handle oversize baggage.
Maintain care and control of the baggage system fire door/PSL, including training and RAIC activation.
Participate in and pass training programs: Accessible Transportation for Persons with Disabilities, Stanfield Way Workshop, Security Awareness Training.
Maintain Emergency First Aid certification.