Job Description
Air Canada, recently ranked Best Airline in North America, is currently looking for a Lead Customer Experience Specialist at the Los Angeles International Airport, Los Angeles.The salary is $21.94 according to the collective agreement.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Perform all duties of a Customer Experience Specialist
Will be assigned to perform the duties of an Aircraft Service Coordinator as directed
Under the direction of the Manager perform daily job duties for the Work Unit.
Coordinate work assignments ensuring all agents maintain a high level of proficiency in all aspects of the job of Customer Experience Specialist
Allocate the available manpower to meet demands, including the booking of OT and granting of RO, changing of shifts and/or duty assignments as necessary with consultation of Mgt
Assign, and reassign Agents as required due to operational needs as directed by Mgt and with the objective of maintaining proficiency in all job functions, ie: aircraft service coordinators
Coordinate routine administration, operational requirements, including planning / calling of overtime as delegated by Mgt
Assign daily lunch / breaks in a manner consistent with the collective agreement and the requirements of the work unit, providing for efficient use of available resources while protecting the operation
Perform on-the-job training as required and directed by Mgt and / or Training Dept
May be called upon to lead formal training classes, both basic and recurrent
Liaise with other Work Units, ground handling Companies, Caterer, Governmental and Airport Authorities.
Monitor and audit the provisions of contracted services, report on findings, recommend improvements.
When assigned or in emergencies Coordinate all ramp handling functions.
Investigate and complete Safety and Security reporting as required
Preliminary accident investigation and report on findings, recommend action as required
Ensure that all necessary supplies and material are on hand in sufficient quantity.
Assist Customer Experience Specialists in the handling of VIP or irate customers as required
Collect and compile statistical data.
Job Requirements
Ability to perform all the duties of a Customer Experience Specialist,
Must be familiar with the duties of an Aircraft Service Coordinator.
Must have the ability to use tact, good judgment and initiative.
Must have demonstrated leadership qualities.
Must have excellent oral, written communication skills.
Ability to work under pressure with a minimum of supervision.
Demonstrated organizational skills – ability to organize work and direct the efforts of others in a productive non-threatening manner.
Must wear Company uniform as prescribed and conforms to Company grooming standards.
Possess a basic understanding of the principles of weight and balance.
Must be able to work shift work including irregular shifts and overtime when required/directed.
Must be able to lift (70) lbs. unaided.
Must maintain an acceptable attendance record.
Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibly of the candidates applying for this position.
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