Customer Experience Specialist

AIR CANADA; Montreal; On-site; CAD 35,000 - 46,000; Full time

Benefits offered by this job

Pension Plan

Employee Share Ownership Plan

Profit Sharing Plan

Health care

Job summary

Air Canada seeks a customer-focused on-site passenger service agent in Washington, DC. You will handle check-in, boarding support, and information services to ensure smooth travel experiences.

Ideal candidates provide empathetic service under pressure, assist passengers with special needs, and coordinate boarding procedures while maintaining safety and compliance with airline standards.

Qualifications

• Proven ability to provide empathetic, professional customer service in fast-paced environments.
• Excellent communication and interpersonal skills with a clear, friendly manner.
• Ability to stay composed and effective when handling disruptions or difficult passengers.

Responsibilities

• Provide exceptional customer service throughout the travel itinerary.
• Assist passengers requiring special assistance and ensure safe, timely transport to boarding gates or baggage claim.
• Perform check-in tasks including issuing boarding passes, seat selection, baggage processing, and document verification.
• Provide information and make reservations, including advice on customs and immigration requirements.
• Coordinate boarding procedures and operate boarding bridges safely.

Skills

Customer service

Communication

Stamina

Teamwork

Work under pressure

Education

High school diploma or equivalent

Job description

Location: Washington, DC, USA (On-site)
Starting Salary: $21.14/hour
Department: Airports – North America
Category: Unionized Personnel (IBT)

Joining Air Canada means joining an iconic Canadian company. Are you passionate about reaching new heights, working as a team, and making an important contribution? Launch your career by joining our diverse and dynamic team, at the forefront of passenger air transport.

Important things to know

• All passenger interactions are unique: You will handle various situations with empathy and professionalism to ensure a positive experience.
• Application and attendance policies take time to learn: They can be complex, but we will support you as you learn to manage your schedule effectively.
• Flexibility is essential: Operational irregularities and the ability to adapt with a positive attitude will help you thrive in a dynamic environment.

Main responsibilities

• Provide exceptional customer service throughout the travel itinerary.
• Assist passengers requiring special assistance, ensuring they are transported safely and in a timely manner to boarding gates or baggage claim.
• Perform check-in tasks, including issuing boarding passes, seat selection, baggage processing, and travel document verification.
• Provide information and make reservations, including advice on customs and immigration requirements.
• Coordinate boarding procedures and operate boarding bridges in compliance with safety protocols.
• Manage disruptions, including delays, overbookings, and dissatisfied passengers, ensuring everything is resolved smoothly.
• Take charge of VIP passengers, including first-class lounge services and check-in assistance.
• Update passenger records in the system (PSS) to ensure error-free processing.
• Make operational decisions and document them in the absence of responsible personnel.
• Comply with Company standards, particularly regarding professional appearance and behavior.

Qualifications

• Ability to lift, without assistance, loads of up to 32 kg (70 lbs);
• Ability to remain standing or sitting for long periods;
• Tact, judgment, and a strong sense of initiative;
• Ability to express oneself clearly and kindly;
• Ability to work under pressure almost autonomously;
• Ability, after training, to efficiently use the ticketing, automated reservation, and baggage search systems of the Company;
• Comply with the Air Canada Uniform and Dress Standards Guide;
• Ability to meet Air Canada medical standards as part of a medical examination;
• Employment is subject to compliance with the requirements of U.S. Customs and Border Protection (USCBP) in obtaining a customs seal and airport pass;
• Non-citizens holding employment authorization documents may not be eligible to obtain a customs seal. Please consult the U.S. Customs and Border Protection website for eligibility information (https://www.cbp.gov/travel/ebadge-trusted-worker-program);
• Punctuality and proven reliability to foster overall team success in a fast-paced environment;
• Candidates must be able to work shifts in a 24/7 active operational environment, including mornings, evenings, weekends, and statutory holidays;

Benefits

• Financial benefits: Pension Plan, Employee Share Ownership Plan, Profit Sharing Plan.
• Wellness and healthcare: Health care, dental care, and life insurance plans for you and your family (as needed).
• Recognition: Shine, Air Canada's recognition program, allows you to highlight exceptional efforts.
• Travel privileges: A generous travel facility program for you and other eligible individuals once you have accumulated twenty-eight (28) weeks of service. The program offers notably standby travel opportunities, discounts on hotel stays and car rentals, Air Canada Vacations discounts, and more.

Conditions of employment

Candidates must be eligible to work in the country concerned at the time a job offer is presented and are responsible for obtaining work permits, visas, or other necessary authorizations. Proof of eligibility must be provided before the start date.

Language requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and inclusion

Air Canada is strongly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding workplace that highlights our employees' unique contribution to our company's success.

As an equal opportunity employer, we encourage diverse applications so that we can have a varied workforce representative of our customers and the communities where we live and serve.