Customer Experience Specialist

Location and Compensation

This position is based onsite in Washington, DC, United States, with a starting wage of $21.14 per hour within the Airports North America division categorized as unionized under IBT.

About the Role

Joining Air Canada means becoming part of an iconic Canadian legacy. The role demands passion for teamwork, a drive to contribute meaningfully, and the capability to provide excellent customer support within a dynamic airline environment.

Key Responsibilities

• Deliver exceptional service to passengers at all stages of their travel journey.
• Provide support to travelers needing special assistance, ensuring safe and timely transfers to gates or baggage areas.
• Manage check-in processes including issuing boarding passes, assisting with seat choices, handling baggage, and verifying travel documentation.
• Offer informative guidance and reservations assistance, including perspectives on Customs and Immigration protocols.
• Oversee boarding activities and operate loading bridges in adherence to safety guidelines.
• Handle irregular operations such as delays, overbookings, and challenging customer interactions with professionalism and effective problem-solving.
• Assist VIPs by providing First-Class lounge services and check-in assistance.
• Maintain and update passenger data accurately within the Passenger Service System (PSS).
• Make operational decisions and document actions in the absence of supervisory personnel.
• Uphold company standards concerning professional appearance and conduct.

Candidate Qualifications

• Physical ability to lift up to seventy pounds unaided and stand for prolonged intervals.
• Display tact, sound judgment, and proactive initiative in work duties.
• Communicate clearly and pleasantly with passengers and colleagues.
• Remain calm and effective under pressure, requiring minimal supervision.
• Competently use company automated systems for reservations, ticketing, and baggage tracing after training.
• Comply with Air Canada's uniform and grooming standards.
• Meet medical fitness requirements established by Air Canada through examination.
• Pass US Customs & Border Protection standards for Customs Seal and Airport ID Badge; Employment Authorization Document holders may have restrictions—candidates should consult USCBP resources accordingly.
• Demonstrate punctuality and dependability within a fast-paced team environment.
• Availability for shift schedules encompassing mornings, evenings, weekends, and statutory holidays in a 24/7 operational setup.

Benefits and Compensation

• Financial programs including pension, employee share ownership, and profit sharing.
• Comprehensive health benefits covering medical, dental, and life insurance for employees and dependents as applicable.
• Recognition programs that celebrate outstanding employee contributions.
• Extensive employee travel privileges, accessible after 28 weeks of service, offering discounts on flights, hotels, car rentals, and vacation packages.

Additional Conditions and Inclusion

Candidates must be authorized to work in the United States at offer and commencement of employment. Documentation proving work eligibility will be required prior to starting. Preference will be given to bilingual candidates where qualifications are equal. Air Canada is dedicated to fostering a diverse and inclusive workplace that values all individuals equally.