Customer Service Agent - Perimeter

Part-time Customer Service Agent

Department: Commercial Services

Posted: April 19, 2021

Deadline: April 26, 2021

 Position Summary

The Customer Service Agent is responsible for positive, friendly and prompt customer service, ensuring that all customers/passengers visiting check-in counter, and/or via telephone within the call centre with inquiries and/or complaints are handled effectively and professionally, actively demonstrating and continuously supporting customer sales and service standards at all times. The Customer Service Agent is also responsible for maintaining and/or exceeding his/her sales and service goals, adhering to internal procedures and policies when providing customer service. The Customer Agent participates in all assigned training, setting, and meeting personal goals. The Customer Service Agent understands his/her role as a customer service ambassador and provides a positive customer service experience to all customers. The Customer Service Agent is a member of the overall Customer Service Department.

 

Personal Characteristics

Motivated with the ability to work independently and as part of a team.

Able to investigate and troubleshoot customer service issues.

Calm and professional with a pleasant demeanour.

Able to resolve conflicts, negotiate, and manage customer issues professionally.

Possess cultural awareness and sensitivity.

Effective listening and communication skills.

Exhibit initiative, responsibility and flexibility, with interpersonal skills that allow one to work effectively in a diverse working environment.

Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.

Strong attention to detail.

Able to make decisions and meet deadlines while effectively handling multiple tasks/responsibilities/priorities simultaneously.

Responsibilities and Accountabilities

Provide friendly, positive, and prompt customer service for both customers/passengers visiting and/or checking in at ticket counter and/or via telephone within the call centre, ensuring that sales and service standards are maintained and/or exceeded at all times, i.e. follow-up on customer inquiries not immediately resolved.

Assist customers/passengers at check-in counter/via telephone by following policies and procedures as they relate to customer service, e.g. booking of flights, cargo inquiries, perform various admin duties, obtain passenger information, monitor carry-on baggage, issue boarding passes and follow appropriate baggage handling procedures at ticket counter.

Will be required to cross-train in each area such as Call Centre & Check In Counter.

Demonstrate positive and respectful teamwork by providing ongoing support and assistance to the overall Customer Service department, working closely with other inbound call centre agents and check-in service agents, i.e. ticket counter when required – ability to perform check-in service for flights at ticket counter, monitor carry-on baggage, issue boarding passes, baggage handling, repetitive lifting, etc.

Participate in the creation of personal development plans, setting of sales and service goals/targets and attend required/recommended training to support ongoing self-development.

Provide and support optimal levels of customer sales and service by being cognizant of yourself and/or peers with the coordination and scheduling of day-to-day duties/tasks and/or breaks/lunch assigned by Supervisor and/or Manager.

Offer ideas towards identifying and recommending department efficiency opportunities, improvement opportunities and/or potential sales and service opportunities to the Supervisor and/or Manager Customer Service to optimize customer sales and service delivery of the overall department.

Demonstrate understanding and knowledge of customer service policies and procedures as they relate to internal control and risk, and ensuring that they are applied on a consistent and ongoing basis, e.g. electronic payment – responsible for daily sales report.

Demonstrate the ability to take ownership and make effective win/win decisions within job scope when dealing with customer inquiries and/or complaints by ensuring that the customer service experience is both seamless and professional before escalating to Supervisor/Manager Customer Service.

Perform all other duties as assigned by Supervisor/Manager Customer Service.

Education and Experience

Grade 12 diploma

Strong customer sales and service orientation

Computer literate, including effective working skills of (airline reservations system and Microsoft Office)

Ability to read, write and speak the English language (second language an asset, e.g. Cree, Oji Cree)

Ability to obtain necessary security passes (WAA Security Ramp pass)

Previous Aviation/Airline experience an asset

Cultural Awareness Training

Working Conditions

Manual dexterity required to use desktop computer and peripherals

Baggage handling – perform repetitive lifting

How to Apply

Perimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted.

 

To apply for this position, please submit your cover letter and resume to Recruiter@perimeter.ca

 

We thank all candidates for their interest in the position; however only those selected for an interview will be contacted.

Applicants will be reviewed on a rolling basis which may result in an earlier application deadline.

 

Our Company

Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the acquisition of Bearskin Airlines. With more than 750 employees, we operate a fleet of 40+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout and Thunder Bay, Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northwestern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.

 

We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees can feel proud of the work that they do and the company they work for. We seek employees who embrace a “can-do” attitude to help transform the communities that we serve.