Customer Service Representative - Winnipeg Airport (YWG)

ASP Incorporated; Winnipeg; On-site; CAD 35,000 - 45,000; Full time

Job summary

A customer service provider at the airport is seeking a Customer Service Representative in Winnipeg. The role involves enhancing the passenger experience, managing queues, and providing exceptional service. Candidates must be bilingual in French and English and have customer service experience. Flexible shifts and competitive salaries are offered, along with health and dental benefits.

Benefits

Competitive salaries

Health & dental benefits

Flexible schedules

Airport parking when on shift

Qualifications

• Minimum one (1) year of verifiable experience in customer service or equivalent.
• Physically capable of performing duties and standing for prolonged periods.
• Able to work a 24/7 shift schedule, including nights, weekends, and holidays.

Responsibilities

• Greet customers in Canada’s official languages and provide direction.
• Assist in queue management at the airport.
• Respond to customer inquiries and complaints.

Skills

Bilingual (English and French)

Customer service experience

Attention to detail

Active listening

Communication skills

Education

High School diploma

Job description

Overview

CUSTOMER SERVICE REPRESENTATIVE - YWG

Dedicated to exceptional customer service and the busy airport experience. At A.S.P. Incorporated, we’re about enhancing the passenger journey. With over 20 years of excellence in Canada, we extend our services to the Winnipeg Airport. We’re seeking Customer Service Representatives (CSR) who want to make an impact on travelers’ journeys. Your mission is to ensure smooth passenger flow and provide friendly, efficient service that makes every interaction memorable.

CSR’s are often the first point of contact with passengers and aim to leave a lasting impression while improving customer flow, queue management, and support throughout the Winnipeg Airport. CSR’s are required to quickly determine eligibility requirements and direct passengers into various queues while maintaining a positive atmosphere for all customers/passengers.

Responsibilities

• Demonstrate a welcoming and approachable demeanor, actively engaging with passengers and delivering a smile with appropriate eye contact.
• Greet customers in Canada’s official languages (Hello/Bonjour) and respond to inquiries, provide direction, and deliver exceptional customer service.
• Proactively inform the public of operational matters that may impact flights or travel.
• Monitor passengers and redirect those who appear disoriented, offering wayfinding assistance and support for those with mobility devices, small children, etc.
• Assist in queue management of Passenger Pre-Board Screening lines, pre-security.
• Monitor baggage cart serviceability and segregate unserviceable carts for maintenance or refurbishment.
• Keep customer-facing areas of the terminal orderly and clean; report deficiencies to facilities promptly.
• Prepare operational reports and shift summaries; escalate irregular events/operations to the supervisor or manager.
• Practice safety-conscious behavior and maintain situational awareness.
• Attend arrivals in the International Arrivals Hall in CBSA and assist passengers with technology or manual intervention as needed.
• Monitor and address common-use self-service kiosk issues (e.g., Primary inspection kiosks and Self-Serve kiosks).
• Assist with, but not complete, the declaration of passengers and maintain kiosk flow to ensure 100% kiosk usage.
• Predict operational needs, propose effective layouts, and set up/take down movable stanchions.
• Understand basic Airport Campus operations, including roles and responsibilities of tenants/airlines/YWG and OneCall.
• Assist with product and services offered at the airport and by their providers (e.g., ground transportation, parking, security, passenger screening, accommodations and food/beverage).
• Respond to customer inquiries and complaints (in person, by phone, or by e-mail) and escalate as required.
• Coordinate Lost & Found services with airlines, janitorial services, and airport colleagues.

Qualifications

• Minimum High School diploma or Grade 12 education or equivalent.
• Fully bilingual in French and English is an asset; basic French is required.
• Minimum of one (1) year of verifiable experience in customer service or equivalent.
• Eligible to work in Canada.
• Physically capable of performing duties and standing for prolonged periods; ability to walk long distances and lift/move stanchions to manage queues.
• Self-motivated with strong attention to detail and excellent written/verbal communication and active listening skills.
• Able to work a 24/7 shift schedule, including nights, weekends, and holidays.
• Willing to provide a Criminal Record check upon request.
• Ability to obtain and maintain a valid Restricted Area Identity Card (RAIC).
• Positive, outgoing personality focused on assisting passengers and delivering a great experience.

Why you should work with A.S.P

• We care about our team and their personal and professional growth.
• We offer competitive salaries along with health & dental benefits.
• You can have flexible schedules.
• Airport parking when on shift.

A.S.P. Incorporated is committed to supporting a diverse workforce from the communities we serve and encourages all qualified professionals to apply. The health and safety of our employees is our top priority. We require full vaccination against COVID-19 for new and existing employees and will accommodate applicants throughout the recruitment process. For accommodations, please email [e-mail].

We hire for PERSONALITY. We train for the job.