Airport Terminal Operations Specialist

at  Region of Waterloo

Job Req ID: 946
Department: Airport Terminal Operations and Customer Experienc
Airport Terminal Operations Specialist
Job Number: 946
Job Type: Temporary Full-Time
Temp Contract Length: 4 months
Location: 520 Airport Rd - Airport - Terminal Building
Job Category: Other
Number of Positions:1
Department: Airport Terminal Operations and Customer Experience
Division: Planning, Development and Legislative Services
Hours of Work: 35
Union: CUPE 1883
Grade: CUPE 1883 Grade 006
Salary Range: $28.94 - $32.75 per hour

OUR STORY:

Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.
This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people’s lives through the work that we do. We are looking for people like you to help make it happen.
The Role
Provides customer service to passengers, visitors, and tenants at the Region of Waterloo International Airport. Responds to inquiries relating to airport operations and services and liaises with airlines, vendors, contracted services, and other staff to support day to day terminal operations and the customer experience.

Duties/Responsibilities

• Greets customers, responds to questions, and provides direction to services and resources. Assists customers with using automated baggage system and kiosks. Resolves customer issues/concerns including re-directing or contacting/coordinating with appropriate party for resolution, including Duty Manager for escalations.
• Has regular contact with janitorial staff, security, airline, and airport operations staff for services or re-direction for customer support, including for situations that require immediate response, and to respond to changes in operational needs from same (e.g., additional check-ins).
• Monitors passenger flows and congestion points within and around the terminal. Notifies Duty Manager of issues/concerns and coordinates passenger flows at key areas.
• Performs queue management activities in the event of irregular operations/situations. Controls the backflow of passengers into specific areas; streams passengers into appropriate queues.
• Monitors customer-facing areas of the terminal to ensure facilities are orderly, clean, and operational. Re-arranges baggage on conveyor belt when jamming occurs. Patrols parking lot for baggage carts and returns to terminal location.
• Maintains self-service parking and boarding kiosk, bag drop, and common use equipment. Stocks paper and cleans display, per schedule/as needed. Notifies Duty Manager of issues and need for repair.
• Monitors and updates flight information display, as needed.
• Prepares Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/events.
• Prepares daily shift reports, including those in support of inspections and audits.
• Processes RAIC applications for the airport. Submits completed applications to management for sign off, takes payment, and submits to Transport Canada for issuance/final approval.
• Takes payments for bus tickets, parking tickets, and airport invoice payments.
• Answers phone, including calls from the public and service first call centre.
• Performs duties outlined in the Emergency Procedures Manual, as directed during emergency situations.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge and skill in customer service practices, and knowledge of airport operations, layout, and services, normally acquired through a grade 12 education plus 2 years of related experience in a fast-paced customer service environment.
• Knowledge of local tourism, geography, and methods of transportation to support customer requests.
• Knowledge of and ability to follow policies, procedures, and related legislation/regulations (e.g., Transport Canada, accessibility, privacy, incident management).
• Ability to adapt to changing priorities in a fast-paced environment.
• Problem solving skills to respond to peaks and operational needs and organize customer flow to support efficient operations.
• Ability to monitor terminal facilities and services to ensure an excellent customer experience.
• Communication and interpersonal skills to respond to inquiries from customers regarding airport services, products, and procedures; recognize and defuse unpleasant or difficult situations; ask questions/obtain information to understand customer needs and provide assistance; contact other staff and vendors to support customer needs; and participate as an effective team member.
• Ability to read and reference flight and schedule information and manuals. Ability to complete forms and records (e.g., service requests, logs).
• Computer skills with ability to use software such as Microsoft Office, the Internet, a point of sale machine, and customer service system.
• Ability to use a two-way radio and obtain a valid Restricted Radio Telephone Operators Certificate if required.
• Must provide an acceptable Transport Canada Restricted Area Identification Card (RAIC) within
• probationary period and/or as a condition of employment.
• Ability to work rotating shifts, including mornings, afternoons, nights and weekends, and statutory holidays as part of a regular 24/7 schedule.
• Ability to travel within Waterloo Region.
• Ability to attain Airside Vehicles Operators Permit if required.
• Ability to support and demonstrate the Region’s values.

The Region of Waterloo is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. The Region of Waterloo is committed to providing accommodations throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.
Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400, TTY number (519-575-4608) to request an alternate format.

• Greets customers, responds to questions, and provides direction to services and resources. Assists customers with using automated baggage system and kiosks. Resolves customer issues/concerns including re-directing or contacting/coordinating with appropriate party for resolution, including Duty Manager for escalations.
• Has regular contact with janitorial staff, security, airline, and airport operations staff for services or re-direction for customer support, including for situations that require immediate response, and to respond to changes in operational needs from same (e.g., additional check-ins).
• Monitors passenger flows and congestion points within and around the terminal. Notifies Duty Manager of issues/concerns and coordinates passenger flows at key areas.
• Performs queue management activities in the event of irregular operations/situations. Controls the backflow of passengers into specific areas; streams passengers into appropriate queues.
• Monitors customer-facing areas of the terminal to ensure facilities are orderly, clean, and operational. Re-arranges baggage on conveyor belt when jamming occurs. Patrols parking lot for baggage carts and returns to terminal location.
• Maintains self-service parking and boarding kiosk, bag drop, and common use equipment. Stocks paper and cleans display, per schedule/as needed. Notifies Duty Manager of issues and need for repair.
• Monitors and updates flight information display, as needed.
• Prepares Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/events.
• Prepares daily shift reports, including those in support of inspections and audits.
• Processes RAIC applications for the airport. Submits completed applications to management for sign off, takes payment, and submits to Transport Canada for issuance/final approval.
• Takes payments for bus tickets, parking tickets, and airport invoice payments.
• Answers phone, including calls from the public and service first call centre.
• Performs duties outlined in the Emergency Procedures Manual, as directed during emergency situations.
• Performs related duties as assigned