Customer / Guest Service (ATW) Shift Lead - Jobs in Timmins, ON

Job Description

MAINTAIR AVIATION SERVICES has a long history of providing safe, customer focused aviation services and as we continue to grow, we are currently seeking candidates for CUSTOMER SERVICE REPRESENTATIVE here in Thunder Bay!Our Timmins location is approved under the Rural and Northern Immigration Pilot (RNIP) for International Workers.JOB SUMMARY: ATW Shift Leads work under the direction of theManager/Supervisor/Coordinator of ATW and ensure staff, passengers & customers arehandled according to specific company policies & procedures. They are a part of the overallMaintair Family. They will support and work alongside all areas of the company and fosterthe team atmosphere of Maintair. Quality customer service, attention to detail, companyprocedures, safety and teamwork are key components to be a successful agent. The idealcandidate must possess solid leadership, verbal and written communication skills, beenergetic, outgoing, understanding and accepting of change. They must also be flexible andable to deal with the adapting nature of aviation.DUTIES AND RESPONSIBILITIES:

• Provide leadership and quality customer service to staff, a variety of customers

including travelling passengers, travel agencies, corporate customers, and otherinternal and external groups.

• Answer phones/emails, give out fare & schedule info, take & create reservations, etc.
• Check in duties and act as replacement agent when required.
• Filing, handling cash and preparing & finalizing cash reports.
• Greeting flights, making announcements (boarding calls, paging passengers).
• Updating internal operations requirements, including station audits, weight and

balance, FIDS/GIDS and other airline specific operation requirements.

• Act as liaison between the air carriers, passengers and Maintair including baggage

IROPS, station delays and airline actions.

• Work through flight IROPs as required.
• Work through flight baggage issues as required.
• Assist with baggage handling (bag jams/bag room congestion) and deliveries as

required.

• Perform Turn, RON and Ad-Hoc flight requirements as needed.
• Provide cabin cleaning as needed, per carrier specifications.
• Load catering/commissary/ice as required.
• Brew and load coffee/hot water jugs as required.
• Work with station trainer and training officers in ensuring compliance with all

regulatory and carrier specific requirements.

• Mentor team members and ensure training requirements are applied to the operation

seamlessly.

• Delegate tasks to team members as needed.
• Liaise and support directly with BTW Shift Leads and carriers as needed.
• Perform inventory control per carrier requirements.
• Support Station Coordinator and ATW manager as required.
• Other duties as assigned by management.

QUALIFICATIONS AND REQUIREMENTS:

• Minimum grade 12 education and/or post-secondary experience.
• Minimum two years or equivalent previous airline, hospitality experience.
• Must hold an Airport Restricted Area Pass (RAIC).
• Solid knowledge of aviation and its related terms, short forms and verbiage.
• Solid knowledge of Microsoft Office Suite, Windows, Google Suite and general

computer programs.

• Computerized Reservations System (CRS) – Navitaire, Sabre, AmeliaRes, AirlineChoice

would be an asset but not required.

• Excellent keyboarding skills are essential.
• Must be able to manage a team of 3-8 people.
• Must have excellent in-person customer service skills.
• Must be able to de-escalate confrontational situations with guests/passengers.
• Must be able to work with minimal supervision, and/or in a team environment

working varied and/or split shifts, overtime and holidays.ADDITIONAL INFORMATION:

• PPE required is provided to employee.
• Cost share on all uniform requirements (50c/50e).
• Access to staff travel benefits (if available).
• Access to company benefit program (50c/50e).
• Year 5 & 10 profit share bonus program.

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