Job Description

CUSTOMER SERVICE REPRESENTATIVE-YWG

Dedicated to exceptional customer service and enjoy the busy airport experience? Join team and our commitment to excellence.

At A.S.P. Incorporated, we're more than just great service; we're about enhancing the passenger experience. With over 20 years of excellence in Canada, we're proud to extend our services to the dynamic environment at Winnipeg Airport. We're seeking Customer Service Representatives (CSR) who are looking for not just a job, but a role where they can make an impact on the traveler's journey. Your mission will be to ensure smooth passenger flow and provide friendly, efficient service that makes every interaction memorable.

CSR's are often the "first point of contact" with passengers and their objective is to leave a lasting impression long after they have left the airport. while improving the customer flow, queue management and support to travel throughout the Winnipeg Airport. CSR's are required to quickly and efficiently determine eligibility requirements and stream passengers into various queues while providing a positive atmosphere for all customer/passenger.

What you will do:

• Demonstrate a welcoming and approachable demeanor, actively seeking to engage with passengers and always delivering a smile as well as eye contact.
• Greet Customers in Canada’s official languages (“Hello/Bonjour”) and respond in inquiries, provide direction and exceptional Customer Service and assistance
• Proactively inform the public of operational matters that may impact flights or travel
• Actively monitor and redirect passengers who appear disoriented, offering recommendations, wayfinding assistance and assisting those with mobility devices, small children etc.
• Assist in queue management of Passenger Pre-Board Screening line-ups, pre-security.
• Monitor baggage cart serviceability, recognize unserviceable carts and segregate them for maintenance or refurbishment
• Ensure Customer facing areas of the Terminal are orderly and clean (lounges tidy, cups and items picked up from tables, floors clean, etc.) promptly report deficiencies to facilities.
• Prepare operational reports and shift summaries as well as escalate irregular events/operations to supervisor or manager.
• Practice safety conscious behaviour and situational awareness
• Attend every arrival flight in the International Arrivals Hall in CBSA and assist passengers with technology or manual intervention.
• Actively monitor and correct common-use self-service kiosk issue (i.e. Primary inspection Kiosks and Self-Serve Kiosks)
• Assist, but not complete the declaration of passengers and active maintain the flow to ensure 100% of kiosk usage.
• Predict operational needs, propose effective layouts, set up and take down moveable stanchions.
• Understanding of basic Airport Campus operations, roles and responsibilities of tenants/airlines/YWG and OneCall.
• Assist with and/or offer product and services offered with air terminal and their providers (i.e ground transportation, parking, security, passenger screening, accommodations and food/beverage)
• Respond to customer inquiries and complaints (in person, on the phone or through e-mail) escalate as required.
• Coordinate Lost & Found services with airlines, janitorial services an airport colleagues.

Who you are:

• Minimum High School diploma or Grade 12 education or equivalent
• Fully bilingual in both French and English as asset, Basic French needed.
• Minimum of one (1) year verifiable experience in customer service or any equivalent.
• Eligible to work in Canada.
• Physically capable of performing all duties as set out in the Job/Position Description physical demands of the position require the ability to stand for prolonged periods of time during the shift ability to walk long distances and the ability to lift and relocate stanchions in order to effectively manage and adjust queues;
• Self-motivated individual with a strong attention to detail.
• Excellent written & verbal communication and active listening skills.
• Able to work in Rotation 24/7 shift schedule, including nights, weekends, and holidays.
• Must be willing to provide Criminal Record check upon request.
• Ability to obtain and maintain a valid Restricted Area Identity Card (RAIC)
• Positive and outgoing personality that is looking to assist passengers and give them a great experience.

This posting is for an anticipated vacancy

We welcome applicants of all backgrounds. This posting does not require Canadian work experience

Use of AI in hiring:

• ASP may use automated or AI-enabled tools to support applicant screening and selection. Human review is part of the final hiring decision.

Compensation

• Expected compensation: $17.00 - $17.50 per hour
• The compensation range reflects base hourly pay and does not include overtime or premiums where applicable.

Why you should work with A.S.P:

• We care about our team and their personal and professional success.
• Diverse and engaging work environment.
• People-first mentality.
• Competitive remuneration and benefits package.

A.S.P. Incorporated is committed to diversity various communities within which we operate. We encourage all qualified professionals, to apply and invite anyone requiring accommodation to notify us during the recruitment process

To apply please visit www.security-asp.com

We hire for PERSONALITY. We train for the job.