Operational Service Representative - BILINGUAL (French and English)

The Operational Support Representatives (OSR's) provide passenger flow, queue management and control into various areas of the Terminals at Toronto Pearson International Airport. OSR's are required to determine eligibility requirements and stream passengers quickly and efficiently into various queues while providing an exemplary level of passenger service. OSR's are often the "first point of contact" with passengers and their objective is to make that interaction an exceptional experience for each and every passenger.

Responsibilities

Greet passengers; Validate and confirm passengers' need and right of entry/exit to/from controlled and restricted areas; Validate acceptable travel documentation; Assist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosks; Control the backflow of passengers into controlled/restricted areas; Monitor assigned area/zone to ensure efficient and expeditious flow of passengers; Anticipate and create memorable passenger experiences; Establish effective working relationships with other Terminal service providers; Make recommendations for service improvement; Convey a professional and welcoming presence; Be proactive and assist passengers by solving problems or directing them to the airline/stakeholder or information kiosk; Take direction and react quickly to changing priorities; Achieve intermediate technology skills to use airport equipment (hand scanner, cell phone, basic software programs); Maintain observation skills and awareness of surroundings; Read memos and communications before shift commences; Realign or add stanchions when queues grow; Ensure care and control of any technology devices; Perform any additional duties assigned by Supervisor or management

Requirements

Attends all required health & safety training; Works in a safe manner and follows safe work instructions and assists in prevention; Complies with H&S regulations and company safety policies and procedures; Attends all technical training for the role as required; Engages and assists passengers in the terminal as necessary; Reports any unsafe conditions, hazards and all workplace injuries to supervisor or manager; 18 years of age or older; Ability to use a handheld device to record data; Becomes a "I Am Toronto Pearson Ambassador"; Possess clear, concise communication skills in English and French speaking; Ability to read, understand and provide guidance/instructions to others; Ability to work individually or within a team; Must be eligible to work in Canada; Physically capable of performing all duties, including prolonged standing, walking long distances, and lifting and relocating stanchions; Self-motivated individual with a strong attention to detail; Excellent written & verbal communication and active listening skills; Able to work in rotation 24/7 shift schedule, including nights, weekends, and holidays; Must be willing to complete a Criminal Record check; Possession of a valid Restricted Area Identity Card (RAIC), and ability to apply for RAIC prior to starting employment; Successful completion of initial and recurrent company training is a pre-requisite for employment; Ensure post cleanliness, health, and safety

Nice to have

Customer Service experience