Customer Experience Specialist - Proactive Recruitment

AIR CANADA; Miami (FL); Presencial; USD 21.000 - 30.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Pension plan

Employee share ownership plan

Profit-sharing plan

Health, dental, and life insurance for

Descripción de la vacante

Air Canada is seeking enthusiastic on-site Passenger Service staff in Miami to deliver outstanding customer experiences at every touchpoint. You will assist travelers, manage check-in tasks, and provide accurate information on immigration and customs requirements.

The role requires flexibility for 24/7 shifts and a professional appearance. The position emphasizes safe, timely transport to gates and luggage areas while maintaining Air Canada standards and procedures.

Formación

• Ability to lift up to 32 kg (70 lbs) without assistance.
• Ability to stand or sit for long periods during shifts.
• Demonstrated tact, judgment and initiative in customer interactions.
• Clear, kind communication with passengers.
• Ability to operate under pressure in a fast-paced environment.
• After training, proficient use of Air Canada ticketing and reservation systems.
• Compliance with Air Canada uniform and dress code.
• Must meet Air Canada medical standards.
• Employment subject to US CBP requirements for a customs seal and airport pass.
• Non-citizens may be ineligible for a customs seal; consult CBP for details.
• Proven punctuality and reliability to support team success.
• Ability to work shifts in a 24/7 operating environment.

Responsabilidades

• Provide exceptional customer service throughout travel itineraries.
• Assist passengers needing special assistance with safe, timely transport to gates or baggage claim.
• Perform check-in tasks: boarding passes, seat selection, baggage processing, docs verification.
• Provide information and make reservations; advise on customs/immigration requirements.
• Coordinate boarding procedures and operate boarding bridges safely.
• Manage disruptions and delays to resolve issues smoothly.
• Handle VIP passengers and lounge/check-in services.
• Update passenger records in the PSS system for accuracy.
• Make operational decisions and document them during supervisor absence.
• Comply with company standards for appearance and behavior.

Conocimientos

Weight tolerance

Stamina

Tact and judgment

Clear communication

Working under pressure

Ticketing systems training

Uniform compliance

Medical standards

Customs seal eligibility

Punctuality and reliability

Shift flexibility (24/7)

Descripción del empleo

Location: Miami, FL, United States (On-site)

Starting Salary: $18.35/hour

Direction: Airports – North America

Category: Unionized Personnel (IBT)

Joining the Air Canada team means joining an iconic Canadian company. Are you passionate about reaching new heights, teamwork, 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 diverse situations with empathy and professionalism to ensure a positive experience.
• Policies regarding job applications and attendance 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 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 everything is resolved smoothly.
• 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 operational decisions and document them in the absence of responsible personnel.
• Comply with Company standards, including professional appearance and behavior.

Qualifications

• Ability to lift, without assistance, loads up to 32 kg (70 lbs);
• Ability to stand or sit for long periods;
• Tact, judgment, and a strong sense of initiative;
• Ability to express oneself clearly and kindly;
• Ability to work under pressure with near‑autonomy;
• Ability, after training, to effectively use the ticketing and automated reservation and baggage search systems of the Company;
• Comply with the Air Canada uniform and dress code guide;
• Ability to meet Air Canada medical standards as part of a medical examination;
• Employment is subject to compliance with US Customs and Border Protection (USCBP) requirements for obtaining a customs seal and airport pass;
• Non‑citizens holding employment authorization documents may not be eligible for a customs seal. Please consult the US Customs and Border Protection website for eligibility information (https://www.cbp.gov/travel/ebadge-trusted-worker-program)
• 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: Health, 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 facility program for you and other eligible individuals once you have accumulated twenty‑eight (28) weeks of service. The program offers notably space‑available travel, 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

Equal skills 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 work environment that highlights the unique contribution of our employees to the success of our business.

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

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