Customer Service Agent - YVR airport at PrimeFlight Aviation Services in Richmond, BC

Job description

• Mandatory training will take place October 5–8, 2026, and candidates must be available for the full duration of the training.
• Bilingual English/Spanish communication skills are considered an asset.
• The Customer Service Agent plays an important role in providing exceptional service to passengers and visitors at the airport. This role involves welcoming passengers, assisting with inquiries, and offering support with check-in and boarding processes. The Customer Service Agents must ensure compliance with airline policies, security regulations, and safety procedures, while also addressing passenger concerns and providing solutions. You will collaborate with various airport departments to facilitate a seamless passenger experience, contribute to maintaining a positive airport environment, and uphold high standards of customer service excellence.

Responsibilities

• Greet and assist passengers at the airport with check-in, boarding, and general inquiries
• Provide accurate information on flight schedules, gate assignments, and airport services
• Handle passenger check-in and baggage processing efficiently and courteously
• Assist passengers with self-service kiosks and online check-in procedures
• Effectively resolve customer issues and complaints in a professional and timely manner
• Make announcements and keep passengers informed about flight changes and boarding times
• Ensure compliance with all airline and airport regulations and procedures
• Handle the boarding process, including verifying travel documents and issuing boarding passes
• Coordinate with ground staff and crew to ensure a smooth passenger experience
• Process ticket sales, upgrades, and re-bookings as needed
• Maintain a thorough knowledge of frequent flyer programs and other customer loyalty services
• Collaborate with security personnel to ensure passenger safety and security
• Keep the work area clean, organized, and stocked with necessary materials
• Participate in ongoing training and development to enhance customer service skills
• Exemplify PrimeFlight customer service and safety standards
• Perform any additional duties as assigned by management

Requirements

• 18 years of age or older
• Must be legally authorized to work in Canada
• Communicate effectively in English (reading, writing, speaking)
• One year of customer service experience
• Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices
• Effectively communicate with colleagues and clients, both in-person and through electronic means
• Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable).
• Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays
• To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

Skills

Required

• Ability to lift up to 70 pounds
• Must be able to push, pull