Customer Service Agent

Strategic Aviation

August 12, 2022



Job Type

No experience required


British Columbia


Come join the exciting world of aviation!! Established in 2006, our company provides multi-functional aviation services offering passenger, cargo and ground support with a focus on safety and quality. For us, success lies in delivering peace of mind to our customers, and we are passionate about ensuring their needs are met – on time, every time.

The Customer Service Agent (CSA) provides all passenger/customer services as contracted by the customer including reservations, ticketing, baggage processing, terminal/gate check-in, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Job Duties

  • Checks passengers in at ticket counter and gate and hands out boarding passes for outgoing flights
  • Actively participates in the Safety Management System (SMS)
  • Inspect and verify passenger documentation
  • Checks passenger baggage and places bag tags on them at the ticket counter for appropriate destination
  • Coordinates ticket counter activities with those on the ramp regarding baggage handling to assure that all bags get on the outgoing flight
  • Handles customer complaints regarding ticketing and baggage handling when problems arise. (i.e. lost baggage, lost/misplaced tickets, canceled flights or delayed flights)
  • Makes announcements regarding flight activity at gate or over airport’s general PA system
  • Answers passenger inquiries regarding flight schedules, fares, space availability for a particular flight and other questions that may arise
  • Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
  • Assist Ramp Service Agents to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
  • Communicates with flight crew on ground and via ground to air radio
  • Maintains the level of service expectations of both the passenger and the airline customer at all times
  • Comply with all federal, provincial, municipal, airport authority and carrier security requirements and SA’s SOPs and policies
  • Participate in training to comprehend, implement, and maintain all quality objectives as stated in our Quality Management System to ensure delivery of desired levels of operational safety and security.
  • All employees are responsible for ensuring quality control in their own activities.
  • Cooperate fully with Inspectors to achieve quality inspection commitments
  • Performs other duties as required

We offer flight passes for all of our employees through Westjet even if they work Part-time.


Physical Requirements

  • Must be able to lift up to 50lbs (23kg)
  • Must be able to stand, lift, bend, push and pull for an extended time
  • Must be willing to work in all types of elevated noise levels within the airport environment

Background Qualifications

  • Must be willing to work various shifts, weekends, or irregular shifts
  • Computer skills required


  • Must be at least 18 years of age
  • High School diploma at a minimum
  • Passionate about customer service
  • Excellent communication skills (written and verbal)
  • Commitment to continuous improvement
  • Self-motivated and able to work independently
  • Attentive to detail and numerate
  • Ability to follow processes and procedures and apply flexible approach when required
  • Must be able to type and learn airline specific computer reservation/ ticketing software
  • Willingness to work in inclement weather
  • Must be able to undergo a Criminal Record Check and obtain a Clear result, and be able to obtain airport security clearance
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
  • Strong work ethic and positive team attitude
  • Must be willing to work various shifts, weekends, or irregular 


How to Apply

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