Operational Service Representative - BILINGUAL (French and English)

WHO ARE WE?
We've been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together – offering both experience and regional expertise so companies can operate their day to day, confidently and successfully.

Job Description

WHAT'S THE JOB? 

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. 

Main Duties and Responsibilities:

• Always greet passengers with “Hello bonjour”

• Validate and confirm passengers need and right of entry/exit to/from controlled and restricted areas

• Validate acceptable travel documentation to enable passenger entry to certain areas 

• 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 the efficient and expeditious flow of passengers 

• Anticipate and create memorable passenger experiences 

• Establish effective working relationships with other Terminal service providers to ensure the availability of products/services consistent with passenger needs (i.e wheelchairs, electric passenger carts, baggage carts, porter services, etc.) 

• Make recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengers 

• Convey a professional and welcoming presence by interacting with members of the traveling and general public while multi-tasking 

• Enjoy meeting and working with people while having an outgoing and engaging personality 

• Listen carefully and have patience with all passengers or visitors to Pearson 

• Be proactive and assist passengers and guests by solving problems or directing them to the airline/stakeholder or information kiosk for assistance

• Take direction and react quickly to changing priorities 

• Achieve intermediate technology skills to be able to use specific airport equipment (hand scanner, cell phone, basic software programs) 

• Maintain sharp observation skills along with awareness of surroundings 

• Read memos and communications before shift commences 

• Realign or add stanchions when queues grow to maintain line management 

• Always ensure care and control of any technology devices

• Perform any additional duties assigned by Supervisor or management 

Qualifications

WHO ARE WE LOOKING FOR? 

• 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 as set out in the Job/Position specifically physical demands of the position require the ability to stand for prolonged periods of time during the shift ability to walk long distances and the ability to lift and relocate stanchions in order to effectively manage and adjust queues 

• 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 

• Customer Service experience an asset

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Additional Information

Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request. 

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