Customer Experience Specialist

AIR CANADA; Quebec; On-site; CAD 38,000 - 54,000; Full time

Benefits offered by this job

Pension plan

Employee stock ownership plan

Profit sharing plan

Healthcare

Recognition program

Travel privileges

Job summary

Air Canada is hiring for an onsite Customer Service role in San Francisco, CA. The job involves assisting passengers, handling check-in tasks, and guiding travelers through immigration requirements.

The position requires flexibility for a 24/7 schedule, excellent communication, and a strong commitment to safety and service quality. Candidates must meet work eligibility and adhere to company appearance standards.

Qualifications

• Ability to lift loads up to 32 kg (70 lbs) without assistance.
• Ability to stand or sit for extended periods.
• Tact, judgment, and a strong sense of initiative.
• Clear and pleasant communication.
• Ability to work under pressure in a fast-paced environment.
• After training, to use the company’s ticketing and baggage systems.
• Compliance with uniform and dress code guidelines.
• Eligibility to work in the country with required permits.
• Punctual and reliable team member.
• Willingness to work a 24/7 schedule including mornings, evenings, weekends, and holidays.

Responsibilities

• Provide exceptional customer service throughout the travel itinerary.
• Assist passengers requiring special assistance, ensuring safe and timely transport to gates or baggage claim.
• Perform check-in tasks, issue boarding passes, select seats, process baggage, and verify documents.
• Provide information and make reservations, advising on customs and immigration requirements.
• Coordinate boarding procedures and operate boarding bridges per safety protocols.
• Manage disruptions including delays and overbookings, resolving issues smoothly.
• Handle VIP passengers with check-in and lounge services.
• Update passenger records in the system (PSS) to ensure accuracy.
• Make and document operational decisions in the absence of responsible personnel.
• Adhere to Air Canada uniform and behavior standards.

Skills

Lifting limits 32 kg

Stand or sit long hours

Customer service

Clear communication

Teamwork

Flexibility for shifts

Initiative

Ability to work under pressure

Job description

Location: San Francisco, CA, USA (onsite)

Starting Salary: $23.84/hour

Department: Airports – North America

Category: Unionized Staff (IBT)

Joining the Air Canada team means joining an iconic Canadian company. Are you passionate about reaching new heights, working as a team, and making a significant 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 diverse 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 timely to boarding gates or baggage claim.
• Perform check-in tasks, including issuing boarding passes, seat selection, baggage processing, and verifying travel documents.
• Provide information and make reservations, including giving advice on customs and immigration requirements.
• Coordinate boarding procedures and operate boarding bridges in compliance with safety protocols.
• Manage disruptions, including delays, overbookings, and disgruntled passengers, ensuring smooth resolution.
• Handle VIP passengers, including first-class lounge services and check-in assistance.
• Update passenger records in the system (PSS) to ensure error-free processing.
• Make and document operational decisions in the absence of responsible personnel.
• Comply with Company standards, particularly regarding professional appearance and behavior.

Qualifications

• Ability to lift loads up to 32 kg (70 lbs) without assistance;
• Ability to stand or sit for extended periods;
• Tact, judgment, and a strong sense of initiative;
• Aptitude to express oneself clearly and pleasantly;
• Ability to work under pressure semi-autonomously;
• Ability, after training, to efficiently use the Company's ticketing, automated reservation, and baggage tracing systems;
• Comply with Air Canada's uniform and dress code guide;
• Ability to meet Air Canada's medical standards as part of a medical examination;
• Employment is subject to compliance with U.S. Customs and Border Protection (USCBP) requirements for obtaining a customs seal and airport pass;
• Proven punctuality and reliability to support overall team success in a fast-paced environment;
• Candidates must be able to work shifts in a 24/7 active operating environment, including mornings, evenings, weekends, and statutory holidays;

Benefits

• Financial Benefits: Pension Plan, Employee Share Ownership Plan, Profit Sharing Plan.
• Wellness and Healthcare: Healthcare, dental, 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 privileges program for yourself and other eligible individuals once you have accumulated twenty-eight (28) weeks of service. The program offers space-available travel, discounts on hotel stays and car rentals, Vacations Air Canada discounts, and more.

Conditions of Employment

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

Language Requirements

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

Diversity and Inclusion

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

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

Air Canada thanks all applicants for their interest, but only those selected for an interview will be contacted.