The Customer Service Agent is responsible for ensuring the highest level of customer service for our passengers by processing passenger check ins, processing baggage, and assisting with general inquiries.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $21.00 per hour as per the UNIFOR Collective Agreement or commensurate with experience, in addition to a Northern Living Allowance of $8.89 per hour.

Reporting to: Manager, Customer Service

Please note this is a temporary position ending approximately March 25th, 2026.

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

• Process passengers and baggage;
• Make reservations and compute fares;
• Disseminate information;
• Process baggage;
• Respond to travel agency inquiries
• Assist passengers with mobility and special needs;
• Issue tickets and process sales reports for deposit;
• Assemble, control, and transmit reservations and passenger data;
• Administer Interline and employee travel both business and pleasure;
• Maintain records as required;
• Process claims for damaged or missing baggage;
• Record flight arrival and departure times;
• Conduct radio communications with the aircraft;
• Provide load data;
• Assist the Cargo/Ramp Attendant if so required with the processing of carry-on baggage, placement of cones etc., would not be required to load plane;
• Provide Web support as required;
• Participate in IRROP response;
• Assist customers with escalations and complaints; and
• Complete other duties as assigned.

Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

• High school diploma or equivalent related experience;
• 1 year of customer service experience;
• Possess a working knowledge of Sabre System;
• Bilingual in English/French or English/Inuktitut is considered an asset;
• Possess a knowledge of passenger check-in and baggage handling;
• Must be familiar with all aspects of paperwork/documentation for all passenger service functions;
• Must possess strong communication and interpersonal skills;
• Proven customer service skills;
• Works well in a team environment;
• Experience in handling passengers with mobility needs;
• Must be adept at handling multiple tasks, and prioritizing duties;
• Willing to assist in all areas of passenger services;
• Willing to work irregular hours of operation and shift work; and
• Ability to obtain and retain an Airport Restricted Area Identity Card in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Please note: Relocation assistance is not available for this position. The successful candidate must be located in Iqaluit, NU.

Please note: This job entails irregular hours, including weekends, holidays, and shift work. Shift schedules will be bid in order of seniority. As a result, we cannot provide you with a schedule around your current job, school schedule, activities, etc. You are however able to shift trade with your colleagues- but you are responsible for the shifts that you are scheduled.

Employees will be given a minimum of (7) calendar days to select their shifts and the work schedule will be finalized (14) days prior to the effective date.

Closing Date: July 10th, 2025.