Agent, Customer Service

Canadian North; Yellowknife; Hybrid; CAD 59,000 - 63,000; Full time

Benefits offered by this job

Medical & dental

Retirement plan

Discounted travel

Northern living allowance

Language premium

Travel privileges with Canadian North

Job summary

Canadian North in Yellowknife is seeking a Customer Service Agent to ensure top-tier passenger service. You will process check-ins, baggage, and general inquiries while supporting travelers with mobility needs and special requests.

The role follows the UNIFOR Collective Agreement, with pay starting at $21.50 per hour plus a Northern Living Allowance and a language premium for Inuktut speakers; relocation is not offered and shift hours are part of seniority-based bidding.

Qualifications

• High school diploma or equivalent related experience.
• Bilingual in English/French or English/Inuktitut is considered an asset.
• Must possess strong communication and interpersonal skills.
• Works well in a team environment.
• Ability to multitask and prioritize tasks.
• Willing to assist in all areas of passenger services.
• Willing to work irregular hours of operation and shift work.

Responsibilities

• Process passengers and baggage.
• Make reservations and compute fares.
• Respond to travel agency inquiries.
• Assist passengers with mobility and special needs.
• Assist customers with escalations and complaints.
• Issue tickets and process sales reports for deposit.
• Record flight arrival and departure times.
• Conduct radio communications with the aircraft.
• Maintain records as required.
• Complete other duties as assigned.

Skills

High school diploma or equivalent

Bilingual English/French

Communication skills

Team orientated

Multitasking

Airport ID clearance readiness

Job description

Description

Your Future is Bright

At Canadian North, we don't just fly planes, we connect people, deliver essential goods, and support 25 northern communities that rely on us every day. Whether you're on the ground or in the air, working with us means being part of something bigger.

You'll help strengthen communities, honor Indigenous cultures, and bring vital services to some of the most remote and remarkable places in Canada.

Why You’ll Love Working With Us

• Competitive Pay & 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

Total Rewards & Employee Benefits

We’re committed to offering a comprehensive benefits package that supports your health, security, and future.

• Extended health, dental, and life insurance (after 1 month)
• Short- & long-term disability coverage (after 1 month)
• Retirement savings plan (after 6 months)
• Travel privileges with Canadian North (after 1 month) and partner airlines (after 6 months)
• Cargo shipping privileges (per company policy)
• Opportunities for advancement within a trusted Canadian airline

About this position

The Customer Service Agent is responsible for ensuring the highest level of customer service for our passengers by processing passenger check ins, processing baggage, and assisting with general inquiries.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $21.50 per hour, in accordance with the UNIFOR Collective Agreement, or commensurate with experience. Employees are also eligible for a Northern Living Allowance of $5.14 per hour. In addition, candidates fluent in Inuktut will receive a language premium of $2.00 per hour.

Reporting to: Regional Manager, YZF

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

• Process passengers and baggage;
• Make reservations and compute fares;
• Respond to travel agency inquiries
• Assist passengers with mobility and special needs;
• Assist customers with escalations and complaints;
• Issue tickets and process sales reports for deposit;
• Process claims for damaged or missing baggage;
• Record flight arrival and departure times;
• Conduct radio communications with the aircraft;
• Participate in IRROP response;
• Maintain records as required; and
• Complete other duties as assigned.

Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

• High school diploma or equivalent related experience;
• Bilingual in English/French or English/Inuktitut is considered an asset;
• Must possess strong communication and interpersonal skills;
• Works well in a team environment;
• Ability to multitask and prioritize tasks;
• Willing to assist in all areas of passenger services;
• Willing to work irregular hours of operation and shift work; and
• 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 an asset.

Please note: Relocation assistance is not available for this position. The successful candidate must be located in Yellowknife, NWT.

Please note: This job entails irregular hours, including weekends, holidays, and shift work. Shift schedules will be bid in order of seniority. As a result, we cannot provide you with a schedule around your current job, school schedule, activities, etc. You are however able to shift trade with your colleagues- but you are responsible for the shifts that you are scheduled.