Customer Service Supervisor - YYC

Unifi Aviation, LLC; Calgary; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Flight privileges

Weekly pay

Paid time off

HSA allowance

Medical insurance

Dental insurance

Vision insurance

Employee discounts

Wellness programs

Job summary

Unifi Aviation Canada, Inc is seeking a Customer Service Supervisor to lead a team of agents handling arrivals, check-in, boarding, baggage, reservations and passenger inquiries. You will guide passengers through the airport processes with a focus on safety and exceptional service.

The role supports passengers including minors and VIPs, ensuring smooth ticketing and check-in while coordinating with Customs and immigration, and you will work a rotating shift in a dynamic airport environment.

Qualifications

• High School diploma or equivalent.
• Must be at least 18 years old.
• Credentials required per airport/state regulations.
• Ability to pass a pre-employment drug screen.
• Background check may go back up to 10 years.

Responsibilities

• Supervises a team of agents in customer service duties.
• Assist passengers with a friendly welcome from arrival through check-in, including special needs support.
• Handle all aspects of ticketing and check-in using a computerized system (boarding, baggage, reservations).
• Direct passengers through Customs, Immigration, and Quarantine.
• Assist ramp agents to ensure wheelchairs, strollers, and gate-checked bags are ready for loading and arrival.
• Push wheelchairs with passengers through airport areas as needed.
• Complete work safely and in line with company standards; report incidents per policy.
• Perform other related duties as assigned.

Skills

Team supervision

Customer service

Passenger support

Communication skills

Safety awareness

Education

High School diploma

Tools

Airport computer systems

Job description

Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday A.M. shift, P.M. shift

Requirements and Description

Customer Service Supervisor

Unifi has decades of experience in the aviation services industry. We continue to innovate, adapt, and grow by leaning on our experience and expertise in airline ground services. Our vision is to be the most respected company by providing exceptional experience getting aircraft and passengers to their destination safely.

We are seeking individuals to join our growing team who are passionate, have integrity, and have empathy for how their words and decisions affect our employees, customers, and partners. Join our team and see where the flight benefits take you.

Job Summary:

Responsible for leading a team of agents and providing customer service to passengers for all aspects of arrivals, ticketing, check-in including boarding, baggage services, reservations, and any other queries or complaints.

• Flight Privileges : Offered after 30 days for employees and eligible family members!
• Weekly pay for hourly employees (may vary specific to state regulations)
• Paid time off (for full-time employees).
• HSA - $300 allowance per year for medical expenses.
• Comprehensive Medical, Dental and Vision Insurance (for full-time employees).
• Exclusive discounts and additional wellness programs.

Job Duties:

• Supervises a team of agents in customer service duties.
• Assist passengers with a friendly welcome, through arrival and check-in process, including support for passengers with special needs such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance.
• Handle all aspects of ticketing and check-in by operating a computerized system. This includes boarding, baggage service, reservations and resolving related complaints and problems.
• Direct passengers through Customs, Immigration, and Quarantine.
• Assist ramp agents to ensure that wheelchairs, strollers, and gate‑checked bags are made available for loading upon departure and delivery to passengers upon arrival.
• Push wheelchairs with passengers through all areas of the airport.
• Complete work in a safe and secure manner, following company safety and operational standards
• Immediately report safety and security incidents as well as potential hazards in line with the Unifi Fair and Just Culture Policy.
• Perform other related duties as assigned within the appropriate skill, experience, and capabilities expected for this position.

Qualifications:

• High School diploma, GED or equivalent education.
• Must be at least 18 years of age.
• Must be able to obtain credentials required as per airport or state or customs requirements.
• Ability to pass a pre‑employment drug screen.
• Ability to pass up to a 10‑year background check.

Preferred Qualifications:

• One year of relevant work experience in the aviation or ground handling services industry.

Physical requirements:

• Must be able to constantly lift up to 70lbs and more, push, pull, walk, stand, reach above shoulder, stoop, squat, kneel, bend, reach out, and grasp; and frequently climb, and crawl.

Working conditions:

• Must be able to work in rotating shifts and hours, nights, weekends and holidays, overtime.
• Must be able and open to work in outside weather conditions which may include severe seasonal elements.

Unifi Aviation Canada, Inc . As an equal‑opportunity employer, we welcome and encourage applications from all qualified individuals. We are committed to creating a diverse, inclusive, and accessible work environment.