19 days old
2018-05-302018-06-29

Customer Service Agent (Part Time)

American Airlines
Toronto, ON

Location: Lester B. Pearson Intl Apt (YYZ-TRML) 
Additional Locations: Toronto, Canada
Requisition ID: 19403 

Overview

Serves customers in a courteous, efficient, friendly, and professional manner providing exemplary customer service.  Promotes and sells air travel to the traveling public.   Performs all aspects of airport customer service transactions including check-in, ticketing, gates, and baggage service.  Makes announcements on public address system to communicate to passengers.  Interprets government rules and requirements for domestic and international travel.  Meets and dispatches aircraft within established times.  Provides assistance to distressed passengers and customers.  Protects company property and revenue.  Provides for safe travel.  Possesses the physical ability and dexterity to use motor skills to perform various job-related tasks including passenger mobility assistance. Uses organizational skills to perform multiple tasks within a limited time period.  Is self-motivated and requires minimal supervision.  Responds and assists during security and emergency situations.  Follows internal/external policies and procedures.  May be required to operate and position jetbridges in order to enplane and deplane passengers.   

About The Job

Check-In/Ticketing:

  1. Check-in passengers by reviewing the customer’s information to determine destination, flight number, date of departure, documents needed, etc.  This includes awareness of security requirements for all passenger types.
  2. Facilitating passenger check in at Self Service Check-In area
  3. Reconstruct fares and itineraries when changes are requested by customer or are necessary due to operational reasons.
  4. Visually verify appropriate identification for payment by personal check and write data on check.
  5. Reconcile auditor’s coupons with cash received, personal checks, and credit card vouchers. 
  6. Calculate total revenue received. 
  7. Complete transaction by collecting fees by cash, check or credit card.

     

    Baggage Handling:

  8. Place bag tag on bag.
  9. Read city destination code on electronic or paper ticket.
  10. Weigh baggage to assess overweight charges
  11. Process & collect excess baggage charges

     

    AIRPORT GATE

     

    Check-In:

  12. Check-in passengers at arrival/departure gate by reviewing the customer’s information to determine destination, flight number, date of departure, etc.
  13. Check oversized items to the customer’s destination.  
  14. Provide announcements to passengers.
  15. Operate Electronic Gate Readers (EGRs) during boarding.

     

    Assisting Passengers:

  16. Assists elderly passengers and others up/down stairs and jetbridges often carrying items such as baggage, baby strollers, etc.
  17. Provide assistance to incapacitated passengers from/to a wheelchair, aircraft seat, or aisle chair. 
  18. Where no jet bridge exists, provide assistance to passenger up or down stairs. 
  19. Move wheelchair up/down jet bridge with degree slope of 30 degree or more.
  20. May be required to work at heights while meeting and dispatching arriving aircraft by extending and positioning a mechanical jet bridge to the aircraft’s cabin door while observing all stationary and moving vehicles in the immediate area.
  21. Operate aircraft door that may be manual or electrically assisted. 
  22. May position boarding ramps weighing up to fourteen (14) kilograms for certain type of aircraft.

     

    BAGGAGE SERVICE

     

  23. Assist passengers with claims for lost/damaged luggage. 
  24. Provide announcements to passengers explaining baggage procedures and offering assistance to the disabled and unaccompanied minors when reaching the baggage claim area.
  25. Remove unclaimed bags from incoming bag belt.  
  26. Stack unclaimed items onto baggage carts and into storage racks/shelves in secured area.  May be required to handle same item multiple times.
  27. Track and reconcile all claims filed by customers.

     

    Most of the above functions are normally performed within certain narrow time constraints, which are usually dictated by the actual arrival of an aircraft and its scheduled departure. Failure to perform these functions may result in poor customer perception, causing a loss of revenue, i.e., passenger inconvenience caused by lost baggage or delayed aircraft departures.  Failure to perform these functions properly may result in serious injury to employees, damaged ground equipment and/or company aircraft.

     

Qualifications

Job Requirements

 

  • High School diploma or GED. 
  • Applicable valid driver’s license as required by local authorities.
  • Work rotating shifts including weekends, holidays and days off. 
  • Bilingual in French & English for positions in Quebec
  • Public contact experience preferred.
  • Read, write, fluently speak and understand the English language. 
  • Work overtime on short notice in emergencies or when operationally necessary.
  • Must fulfill Transport Canada criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA).
  • Must be able to secure appropriate airport authority restricted area pass.
  • Handle multiple tasks simultaneously.
  • Must report to work on a regular and timely basis.
  • Must possess the legal right to work in Canada

 

Additional Locations: Toronto, Canada
Requisition ID: 19403 

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Customer Service Agent (Part Time)

American Airlines
Toronto, ON

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Customer Service Agent (Part Time)

American Airlines
Toronto, ON
CA

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