Coordinator, Customer Service

Canadian North Inc.; Ottawa; On-site; CAD 30,000 - 60,000; Full time

Job summary

Canadian North Inc. seeks a passionate Customer Services Coordinator to lead a team in providing exceptional service in the airline industry. This role involves managing passenger operations, ensuring smooth processes, and directly supporting a progressive approach to customer interactions while fostering a strong team environment.

Qualifications

• 1 year of customer service/airline experience required.
• Experience with passenger check-in and baggage handling.
• Fluently bilingual in English and French or English and Inuktitut is an asset.

Responsibilities

• Lead and support a team in customer service duties.
• Process passengers and baggage, make reservations.
• Administer Staff Travel and assist with escalations.

Skills

Leadership

Communication

Problem Solving

Interpersonal Skills

Education

High school diploma

Travel tourism education

Tools

Sabre Computer System

Windows

Excel

Word

Job description

Canadian North is a vital air service provider for the Canadian Arctic and an industry-leading charter carrier. With a mission to make life better in the communities we serve, we provide reliable passenger and cargo services to 25 northern communities, connecting them with major southern hubs in Ottawa, Montreal, Calgary, Winnipeg, and Edmonton.

As a proudly 100% Inuit-owned airline, we are deeply committed to cultural inclusivity, community investment, and the well-being of northern communities. Canadian North strives to be a trusted partner for the North by contributing to prosperity, fostering community connections, and supporting innovation and teamwork.

We prioritize safety, reliability, and collaborative success in everything we do. Our customers choose us because they trust us to deliver essential services with care and consistency. At Canadian North, we offer more than just a job—we provide an opportunity to embark on an adventure while making a meaningful difference in the communities we serve.

Join us as we connect northern Canada with the world, delivering on our mission and building a workplace where people want to start and grow their careers.

About this position

The principal function of a Customer Services Coordinator is to provide leadership, support and direction to a group of Employees in the areas of technical expertise, customer service and operational demands and to carry out related administrative duties while remaining a full working member of the group performing the duties of a Customer Services Agent. Additional responsibilities include input into Employee scheduling and assignment, and on the job training and instruction. Decisions will be made first and foremost with focus on safety and an eye to on-time performance and planning for any irregular operations proactively. The Customer Service Coordinator duties also include but are not limited to those of a Customer Service Agent.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $21.00 per hour, or based on relevant experience, with an additional $4.25 per hour Coordinator premium as outlined in the UNIFOR Collective Agreement. The successful candidate will also be eligible for a Northern Living Allowance of $8.89 per hour.

Reporting to: Manager, Customer Service

Please note this is a temporary position ending approximately October 19th, 2026.

DUTIES AND RESPONSIBILITIES:

Must be able to perform, but not be limited to, the following duties and responsibilities:

• Process passengers and baggage;
• Make reservations;
• Compute fares;
• Respond to travel agency inquiries;
• Issue tickets and process sales reports for deposit;
• Assemble, control and transmit reservations and passenger data;
• Administer Staff Travel and employee travel both business and pleasure;
• Process claims for damaged or missing baggage;
• Record flight arrival and departure times;
• Conduct radio communications with the aircraft;
• Assist customers with escalations and complaints;
• Lead daily briefings;
• Work with Customer Service Agents to extend shifts to cover operational needs when required;
• Daily Roster review for shift trades / OT
• Adjust daily roster and agent duties in support of operational changes, and to provide time for staff training requirements;
• Initiate and coordinate with other departments for customer satisfaction, on-time performance and IROP response;
• Prepare/review customer invoicing for ad-hoc third party services/equipment;
• Complete daily ASRs;
• Provide daily ops report highlighting staff successes and opportunities related to knowledge and procedure adherence;
• Support staff with on-the-job training and provide guidance on uniform ordering, payroll system questions and other company systems required for their role;
• Other duties as assigned.

SKILLS AND QUALIFICATIONS:

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

• High school diploma or equivalent related work experience i.e. travel tourism education, customer service/airline experience, etc.;
• 1 year of previous related experience combined with 1-year previous supervisory experience;
• Must possess a working knowledge of the Sabre Computer System;
• Possess a knowledge of passenger check-in and baggage handling;
• Solid knowledge of passenger service, ticket counter related procedures, and airport functions;
• Strong leadership skills;
• Fluently bilingual in English and French or English and Inuktitut considered an asset;
• Must be familiar with all aspects paperwork/documentation for all passenger service functions;
• Solid organizational skills, problem solving skills, decision making skills, and prioritizing skills;
• Strong interpersonal and communication skills for internal and external customers;
• Working knowledge of Windows, Excel and Word;
• Must possess strong communication, and interpersonal skills;
• Experience in handling passengers with mobility needs;
• 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.

Please note: This is not a rotational position. Relocation assistance is not available for this position.

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.Employees will be given a minimum of (7) calendar days to select their shifts and the work schedule will be finalized (14) days prior to the effective date.