Customer Service Representative - Winnipeg Airport (YWG)

CUSTOMER SERVICE REPRESENTATIVE-YWG

Dedicated to exceptional customer service and enjoy the busy airport experience? Join our team and our commitment to excellence.

At A.S.P. Incorporated, we're more than just great service; we're about enhancing the passenger experience. With over 20 years of excellence in Canada, we're proud to extend our services to the dynamic environment at Winnipeg Airport. We're seeking Customer Service Representatives (CSR) who are looking for not just a job, but a role where they can make an impact on the traveler's journey. Your mission will be to ensure smooth passenger flow and provide friendly, efficient service that makes every interaction memorable.

CSR's are often the "first point of contact" with passengers and their objective is to leave a lasting impression long after they have left the airport while improving customer flow, queue management, and supporting travel throughout the Winnipeg Airport. CSR's are required to quickly and efficiently determine eligibility requirements and stream passengers into various queues while providing a positive atmosphere for all customers/passengers.

What you will do:

• Demonstrate a welcoming and approachable demeanor, actively seeking to engage with passengers and always delivering a smile as well as eye contact.
• Greet Customers in Canada’s official languages (“Hello/Bonjour”) and respond to inquiries, provide direction and exceptional Customer Service and assistance.
• Proactively inform the public of operational matters that may impact flights or travel.
• Actively monitor and redirect passengers who appear disoriented, offering recommendations, wayfinding assistance and assisting those with mobility devices, small children, etc.
• Assist in queue management of Passenger Pre-Board Screening line-ups, pre-security.
• Monitor baggage cart serviceability, recognize unserviceable carts and segregate them for maintenance or refurbishment.
• Ensure customer-facing areas of the Terminal are orderly and clean (lounges tidy, cups and items picked up from tables, floors clean, etc.) and promptly report deficiencies to facilities.
• Prepare operational reports and shift summaries as well as escalate irregular events/operations to supervisor or manager.
• Practice safety-conscious behavior and situational awareness.
• Attend every arrival flight in the International Arrivals Hall in CBSA and assist passengers with technology or manual intervention.
• Actively monitor and correct common-use self-service kiosk issues (i.e. Primary inspection Kiosks and Self-Serve Kiosks).
• Assist, but not complete the declaration of passengers and actively maintain the flow to ensure 100% of kiosk usage.
• Predict operational needs, propose effective layouts, set up and take down moveable stanchions.
• Understand basic Airport Campus operations, roles and responsibilities of tenants/airlines/YWG and OneCall.
• Assist with and/or offer products and services offered with the air terminal and their providers (i.e. ground transportation, parking, security, passenger screening, accommodations and food/beverage).
• Respond to customer inquiries and complaints (in person, on the phone or through e-mail) and escalate as required.
• Coordinate Lost & Found services with airlines, janitorial services, and airport colleagues.

Who you are:

• Minimum High School diploma or Grade 12 education or equivalent.
• Fully bilingual in both French and English as an asset, Basic French needed.
• Minimum of one (1) year verifiable experience in customer service or any equivalent.
• Eligible to work in Canada.
• Physically capable of performing all duties as set out in the Job/Position Description; physical demands of the position require the ability to stand for prolonged periods of time during the shift, ability to walk long distances and the ability to lift and relocate stanchions in order to effectively manage and adjust queues.
• Self-motivated individual with a strong attention to detail.
• Excellent written & verbal communication and active listening skills.
• Able to work in a rotation 24/7 shift schedule, including nights, weekends, and holidays.
• Must be willing to provide Criminal Record check upon request.
• Ability to obtain and maintain a valid Restricted Area Identity Card (RAIC).
• Positive and outgoing personality that is looking to assist passengers and give them a great experience.

Why you should work with A.S.P:

• We care about our team and their personal and professional success.
• We offer competitive salaries along with health & dental benefits.
• You can have flexible schedules.
• Airport parking when on shift.

A.S.P. Incorporated is committed to supporting a diverse workforce from various communities within which we operate. We encourage all qualified professionals, without regard to race, gender identity, colour, sex, marital/family status, citizenship, religion, sexual orientation, aboriginal status, age, etc. to apply.

The health and safety of our employees is our top priority. A.S.P is committed to taking every precaution reasonable in the circumstances for the protection of the health and safety of our employees from the hazard of COVID-19 and requires full vaccination against COVID-19 for our new and existing employees.

We are committed to accommodating all applicants throughout the recruitment and selection process. Should you require an accommodation please email sgallagher@security-asp.com.

We hire for PERSONALITY. We train for the job.