Customer Service Supervisor - YVR

 

Customer Service Supervisor - United Airlines

Vancouver International Airport, B4152 – 3211 Grant McConachie Way, Richmond, BC

 Friday, July 23, 2021

Come join the exciting world of aviation!! Established in 2006, our company provides multi-functional aviation services offering passenger, cargo and ground support with a focus on safety and quality. For us, success lies in delivering peace of mind to our customers, and we are passionate about ensuring their needs are met – on time, every time. 

Do you have an interest in the Aviation industry? We are searching for individuals who are team players and eager!

United Airlines - Supervisor Customer Services (CSA)

Reports To:  Director, Customer Experience and/or Manager Customer Services (CSA)

 

Summary

The Supervisor Customer Services oversees all passenger/customer services as contracted by the customer including reservations, ticketing, baggage processing, terminal/gate check-in, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

 

Job Duties

·         Schedule and coordinate SA CSA employees as required, ensuring all shifts are covered.

·         Actively participates in the Safety Management System (SMS)

·         Work with the Operations Manager and HR team to ensure staffing levels are complete; and be involved in the hiring process including interviewing CSA candidates.

·         Deliver all necessary training to CSA employees.

·         Work with the Operations Manager to ensure employee assessments are completed in a timely fashion.

·         Checks passengers in at ticket counter and gate and hands out boarding passes for outgoing flights

·         Inspect and verify passenger documentation

·         Checks passenger baggage and places bag tags on them at the ticket counter for appropriate destination

·         Coordinates ticket counter activities with those on the ramp regarding baggage handling to assure that all bags get on the outgoing flight

·         Handles customer complaints regarding ticketing and baggage handling when problems arise. (i.e. lost baggage, lost/misplaced tickets, canceled flights or delayed flights)

·         Makes announcements regarding flight activity at gate or over airport’s general PA system

·         Answers passenger inquiries regarding flight schedules, fares, space availability for a particular flight and other questions that may arise

·         Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance

·         Assist Ramp Service Agents to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival

·         Communicates with flight crew on ground and via ground to air radio

·         Maintains the level of service expectations of both the passenger and the airline customer at all times

·         Comply with all federal, provincial, municipal, airport authority and carrier security requirements and SA’s SOPs and policies

·         Maintain Quality Assurance oversight for operational issues relating to output and safety, providing suitable corrective and/or preventative actions where necessary

·         Ensure staff have access to the Quality Management System information in enabling them to comply with company policies, processes and procedures

·         Ensure employees are adequately trained in Quality Assurance to understand, implement, and maintain all quality objectives as outlined within our Quality Management System.

·         Cooperate fully with Inspectors to achieve quality inspection commitments

·         Performs other duties as required

 

Requirements

·         Must be at least 18 years of age

·         High School diploma at a minimum

·         Passionate about customer service

·         Excellent communication skills (written and verbal)

·         Commitment to continuous improvement

·         Self-motivated and able to work independently

·         Attentive to detail and numerate

·         Ability to follow processes and procedures and apply flexible approach when required

·         Must be able to type and learn airline specific computer reservation/ ticketing software

·         Willingness to work in inclement weather

·         Must be able to undergo a Criminal Record Check and obtain a Clear result, and be able to obtain airport security clearance

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

·         Strong work ethic and positive team attitude

 

Physical Requirements

·         Must be able to lift up to 50lbs (23kg)

·         Must be able to stand, lift, bend, push and pull for an extended time

·         Must be willing to work in all types of elevated noise levels within the airport environment

 

Background Qualifications

·         Must be willing to work various shifts, weekends, or irregular shifts

·         Computer skills required

 

  Apply here