Customer Experience Specialist

Air Canada; Washington (District of Columbia); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Pension program

Employee Share Ownership Program

Profit Sharing

Health, dental, and life insurance

Job summary

Air Canada in Washington, DC, on-site, is seeking a customer service-focused airline associate. The role involves handling a range of passenger interactions, issuing boarding passes, guiding passengers through check-in, and assisting with travel documentation and reservations.

The position requires physical ability to lift up to 70 lbs, stand for extended periods, and thrive under pressure in a 24/7 environment. Excellent communication and teamwork are essential, with bilingual abilities a plus.

Qualifications

• Ability to deliver outstanding customer service and handle diverse passenger needs.
• Strong communication and interpersonal skills.
• Willingness to work in a fast-paced, 24/7 environment.
• Ability to lift up to 70 lbs and stand for long periods.

Responsibilities

• Deliver outstanding customer service throughout the travel journey.
• Assist passengers with special needs and guide to gates/baggage claim.
• Perform check-in duties, issue boarding passes, seat selection, baggage processing, and verify documents.
• Provide travel and customs guidance and manage reservations.

Skills

Customer service

Communication

Teamwork

Physical fitness

Job description

Location: Washington, DC, United States (On site)

Starting Salary: $21.14/hour

Branch: Airports North America

Category: Unionized (IBT)

Being part of Air Canada is to become part of an iconic Canadian symbol. Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

It’s important to know that

• Every passenger interaction is unique: You'll handle a range of situations with empathy and professionalism to ensure a positive experience.
• The shift bidding and attendance policies take time to learn: They can be complex, but we’ll support you as you learn to manage your schedule effectively.
• Flexibility is key: Irregular operations are common, and being adaptable with a positive attitude helps you thrive in a fast-paced environment.

Key duties

• Deliver outstanding customer service throughout the travel journey.
• Assist passengers requiring special assistance, ensuring safe and timely transport to gates or baggage claim.
• Perform check-in duties, including issuing boarding passes, seat selection, baggage processing, and verifying travel documents.
• Provide information and make reservations, including guidance on Customs and Immigration requirements.
• Coordinate boarding procedures and operate loading bridges in compliance with safety protocols.
• Manage disruptions, including delays, oversells, and irate passengers, ensuring smooth resolution.
• Support VIP passengers, including First-Class lounge services and check-in assistance.
• Update passenger records in the system (PSS) to ensure accurate processing.
• Make and document operational decisions in the absence of supervisory staff.
• Uphold company standards, including professional appearance and conduct.

Qualifications

• Ability to lift seventy (70) lbs unaided;
• Ability to stand for extended period of time;
• Ability to use tact, good judgement and initiative;
• Capable of expressing self in a clear and pleasant manner;
• Ability to work under pressure with a minimum of supervision;
• Ability to efficiently use the Company's automated reservations, ticketing and baggage tracing systems post-training;
• Adhere to Air Canada's uniform guide and grooming standards;
• Ability to meet Air Canada medical standards through a medical examination;
• Employment is subject to meeting US Custom & Boarder Protection (USCBP) requirements for obtaining both a Customs Seal and an Airport ID Badge;
• Non-citizens with Employment Authorization Documents (EADs) may not be eligible to obtain a Customs seal. Please consult U.S. Customs and Border Protection website for eligibility information (https://www.cbp.gov/travel/ebadge-trusted-worker-program)
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment;
• Candidates must be available for shift work in a 24/7 operational environment, including mornings, evenings, weekends, and statutory holidays;

Benefits

• Financial benefits: Pension program, Employee Share Ownership Program, and Profit Sharing.
• Wellbeing & health benefits: Health, dental, and life insurance for you and your family (if necessary).
• Recognition: Air Canada’s recognition program (Shine) allows you to recognize and be recognized for those outstanding moments.
• Travel privileges: A generous employee travel program for you and other eligible once you have completed twenty-eight (28) weeks of service. This includes, but is not limited to standby travel, hotel & car rental discounts, Air Canada Vacation discounts, and more.

Conditions of Employment candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, 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 work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.