Customer Service Ambassador (CSA) YHZ

Job Summary

Passenger Services Agent (Customer Service Ambassador), Halifax Airport. The agent is responsible for assisting passengers from International locations within CBSA Restricted Areas within the Airport Facility.

Job Responsibilities

1. Primary Inspection Kiosks (PIK)

a) Monitor flight arrival times and arrive at a minimum of 15 minutes before the flight arrives.

Flight schedules are subject to change. Monitor flight information using the Flight

Information Displays (FIDS) screens located throughout the Air Terminal Building (ATB), or

online. CSAs must remain in position until they are relieved by another CSA.

b) Greet all travelers in the Primary Inspection Lanes (PIL) area.

c) Assist arriving international passengers with the PIK and NEXUS machines located in Primary Inspection Lanes (PIL).

d) CSAs are to provide technical expertise with respect to the kiosk and general PIK process.

CSAs are at no time permitted to answer any of the PIK questions for the passenger. If a

passenger requires assistance specific to the CBSA process, the CSAs will defer to a CBSA

Officer at all times.

e) CSAs are to provide general wayfinding support to passengers (., washrooms, Immigration, PHAC,

f) Disinfection of screens and buttons using cleaning agents provided.

g) Report any technical issues with the PIK infrastructure to the Airport Service Centre (ASC).

2. International to Domestic - Satellite Primary Inspections Lanes (SPIL)

a) Arrive at the SPIL area 15-20 minutes before an ITD-eligible flight arrival. Monitor flight

information using the FIDS screens located throughout the ATB or online.

b) Greet all travelers in the SPIL area.

c) Determine if connecting passengers are eligible for ITD. CSAs will be provided with the list of eligibility criteria.

d) Direct destination passengers to the PIL & PIK kiosks located inside Canada Customs (at the bottom of the escalator/elevator).

e) Assist arriving ITD eligible international passengers with the PIK machines located in SPIL.

f) To reduce processing times and minimize delays, ensure each passenger has all the required documentation ready before they proceed through PIK.

g) CSAs are to provide technical expertise with respect to the kiosk and general PIK process.

CSAs are at no time permitted to answer any of the PIK questions for the passenger. If a

passenger requires assistance specific to the CBSA process, the CSAs will defer to a CBSA

Officer at all times.

h) Once processed at the PIK kiosk in the SPIL area, passengers will proceed to a Customs Officer for final determination. Provide direction to passengers, as required.

i) CSAs are to provide general wayfinding support to passengers (., washrooms, Immigration, PHAC,

j) Disinfection of screens and buttons using cleaning agents provided.

k) Report any technical issues with the infrastructure to the ASC.

3. Global Entry / Nexus Kiosk

a) Arrive a minimum of 15 minutes before transborder opening time. Flight schedules are

subject to change. Monitor flight information using the Flight Information Displays (FIDS)

screens located throughout the Air Terminal Building (ATB), or online. CSAs must remain in

position until they are relieved by another CSA.

b) Greet all travelers at the Global Entry / Nexus machine and assist passengers, as required.

c) CSAs are to provide technical expertise with respect to the kiosk only. CSAs are at no time

permitted to answer any questions on behalf of the passenger. If a passenger requires

assistance specific to the Global Entry / Nexus process, the CSAs will defer to a USCBP or CBSA Officer at all times.

d) CSAs are to provide general wayfinding support to passengers (., washrooms, duty free,

secondary, customs,

e) Disinfection of screens and buttons using cleaning agents provided.

f) Report any technical issues with the infrastructure to the Airport Service Centre (ASC).

4. Transborder Baggage

a) Provide customer support and direction to passengers in loading baggage onto the US

transborder baggage system.

b) Operate BIWIS semi-auto station.

c) Facilitate oversize baggage process.

d) Communicate any maintenance issue that impedes the normal operation of the baggage

system to the ASC.

e) Communicate with the BSA (Baggage System Attendant) in the bag hall via the radio provided.

f) Monitor the blue bin supply and request BSA re-stock.

g) Communicate with airlines using the phone list provided.

h) Manage all operator intervention from the system, including fault resolution on the conveyors at the check-in process and manual BIWIS operation.

i) Communicate with CATSA to handle oversize baggage, both conveyable and non-conveyable.

j) Maintain care and control of the baggage system fire door/PSL (Primary Security Line). HIAA will provide PSL training and appropriate RAIC activation to start and maintain the PSL during operation.

k) Disinfection of screens and buttons using cleaning agents provided.

l) Report any technical issues with the infrastructure and equipment to the ASC.

**Must participate in, and pass the following training programs provided by HIAA (at no cost):

a. Accessible Transportation for Persons with Disabilities Training

b. Stanfield Way Workshop (when offered)

c. Security Awareness Training

Other requirements:

a. Emergency First Aid

Qualifications and Competencies

• High School diploma or GED equivalent
• Exceptional Customer Service and must have relevant work experience
• Experience as a passenger agent or equivalent experience in the aviation field is an asset.
• Eligible to work in Canada with a valid, open work permit
• Police Clearance Check if required from home country
• Excellent communication skills (written and verbal) in English
• Additional languages are desirable.
• Commitment to continuous improvement
• Self-motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply a flexible approach when required
• Willingness to work in inclement weather
• Flexible to work on various shifts (days, evenings, nights, weekends, and holidays)

What we offer

• Competitive pay
• Paid training
• Group benefits (Insurance, RRSPs,
• Free parking
• Uniform