Department: Commercial Operations
Posted: March 7, 2023
Deadline: April 30, 2023

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 merger with 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 Northern 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 will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network.

Position Summary

The Customer Service Agent is responsible for positive, friendly, prompt customer service ensuring that all customers/passengers visiting the check-in counter 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 or exceeding his/her sales and service goals, adhering to internal procedures and policies when providing customer service. The Customer Service 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 Commercial Operations Department.

This is a permanent part-time position located in Sudbury, ON

• 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 and 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 or exceeded at all times, e.g. 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, monitoring of carry-on baggage, issuing of boarding passes and appropriate baggage handling procedures at ticket counter.
• Will be required to be cross-trained 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, e.g. 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 with 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
• Indigenous and Cultural Awareness training

Working Conditions

• Availability to work on weekends.
• 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 [email protected]

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.