Coordinator, Customer Service

Canadian North Inc.; Yellowknife; On-site; CAD 30,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Disability coverage

Retirement plan

Travel privileges

Staff travel discounts

Job summary

Canadian North is seeking a Customer Service Coordinator based in Yellowknife, NT. You will lead front-line staff, assist with scheduling, training, and ensure safe, on-time operations while delivering outstanding passenger service.

This role involves irregular hours, including weekends, with shift bidding by seniority under UNIFOR terms; travel and staff support, with a strong focus on safety and customer satisfaction.

Qualifications

• High school diploma or equivalent and related work experience.
• At least 1 year related experience plus 1 year supervisory experience.
• Working knowledge of the Sabre Computer System.
• Familiar with passenger check-in, baggage handling and airport functions.

Responsibilities

• Process passengers and baggage and make reservations.
• Respond to travel agency inquiries and issue tickets.
• Manage daily roster and coordinate with departments for IROP.
• Provide on-the-job training and guidance to staff.
• Support safety and on-time performance initiatives.

Skills

Sabre knowledge

Passenger service

Irregular hours adaptability

Team leadership

Education

High school diploma or equivalent

Tools

Sabre Computer System

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

• 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

Customer Service Coordinators provide leadership and support to front-line staff while also working alongside them as active Customer Service Agents. They help guide daily operations, assist with scheduling and task assignments, and provide on-the-job training. This role requires a strong focus on safety, on-time performance, and proactive planning for irregular operations. Coordinators are expected to lead by example while delivering excellent customer service and fulfilling all duties of a Customer Service Agent.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $21.50 per hour, or based on relevant experience, with an additional Coordinator premium of $4.25 per hour as outlined in the UNIFOR Collective Agreement. The successful candidate will also be eligible for a Northern Living Allowance of $5.14 per hour, and candidates fluent in Inuktut will receive a language premium of $2.00 per hour.

Reporting to: Regional Manager, YZF

DUTIES AND RESPONSIBILITIES:

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

• Process passengers and baggage;
• Make reservations;
• 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;
• 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;
• Provide daily ops report
• Support staff with on-the-job training and guidance on uniform ordering, payroll system questions and other company systems required for their role;

SKILLS AND QUALIFICATIONS:

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

• High school diploma or equivalent related work experience
• 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;
• Must be familiar with all aspects paperwork/documentation for all passenger service functions;
• 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.

Accommodation During the Recruitment Process

Canadian North is committed to creating an inclusive and accessible workplace. Accommodation is available upon request at all stages of the recruitment and onboarding process. If you require accommodation, please email [e-mail] and we will work with you to meet your needs.

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

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.