Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With approximately 900 employees, we operate a fleet of 45+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout, Timmins, Thunder Bay, and Toronto Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.

We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network.

Position Summary

Reporting to the Base Manager, the Lead Customer Service Agent is responsible for making informed decisions without compromising policies/procedures. This individual will demonstrate strong interpersonal and communication skills, enabling them to positively interact and work closely with YWG Aircraft Load Coordinator, Commercial Operations, Flight Crews and Operations staff while providing leadership to Customer Service Agents and ensuring that all applicable departments are promptly informed of flight delays and/or closed flights.

Personal Characteristics

• Highly flexible, with the ability to respond quickly in a dynamic environment
• Professional and respectful, with a positive work attitude
• Timely with a high level of commitment to on-time performance is essential
• Motivated with the ability to work independently and as part of a team
• Effective verbal and written communication skills
• High level of respect, understanding and regard for First Nations communities
• Able to think critically and act logically to evaluate situations and provide sound judgment
• Able to build and maintain lasting relationships with all departments, business partners and customers
• Strong leadership and supervisory skills
• Superior time management skills, multitasking skills and the ability to prioritize tasks
• High level of integrity, confidentiality and accountability
• Strong problem solving and analytical skills
• Able to effectively train and develop personnel within their department
• Willing to take initiative to make personal and organizational improvements
• Able to handle stressful situations in a calm and effective manner
• Customer service oriented with a commitment to exceptional service

Key Responsibilities and Accountabilities

• Coordinate and prepare passenger manifest for scheduled flights and charters
• Load/offload excess baggage in airline software as necessary, ensuring full accuracy at all times
• Ensure that ALC, baggage staff and check-in staff are aware of any passenger/ baggage changes on a flight
• Coordinate the baggage claim process with check-in staff and baggage staff
• Check passengers in for flights when needed
• Cross-trained in Call Centre when needed
• Call and board flights
• Ensure that passenger loads are correct as per the manifest
• Provide positive teamwork and ongoing support
• Ensure that all applicable paperwork is attached to the manifest (signed medical boarding passes)
• Dispatch outbound manifests to stations in a prompt manner
• Inform passengers of any cancellations or delays to their flights
• Provide customers with meals and/or accommodations when applicable and coordinate with Commercial Operations as needed
• Possess the ability to make informed decisions without compromising internal policies/procedures
• Provide coverage and support optimal levels of service by following the schedule of day-to-day duties/tasks and breaks/lunch assigned by Supervisor and/or Manager
• Demonstrate understanding and knowledge of department policies/procedures as they relate to internal control and risk, ensuring that they are applied on a consistent and ongoing basis
• Actively participate in the Company’s Safety Management System
• Perform additional duties as assigned

Perimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted.

We thank all candidates for their interest in the position; however only those selected for an interview will be contacted.

Applicants will be reviewed on a rolling basis which may result in an earlier application deadline.