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.

WHAT'S THE JOB?

• Ensure all OSR agents are greeting members of the travelling public using the active offer or other French terminology as required by the GTAA
• Successfully complete all required training and courses
• Perform the work in accordance with instructions and directions issued by the GTAA
• Act as a first point of contact for customer complaints/escalations and address as required.
• Have an acceptable technical knowledge to work with automated processes
• Always greet passengers with “Hello bonjour”
• Ensure employees are Validating and confirming passengers need and right of entry/exit to/from controlled and restricted areas
• Ensure employees 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/areas
• Monitor assigned area/zone to ensure the efficient and expeditious flow of passengers
• Establish effective working relationships with other TSR’s and MO’s to ensure the availability of services consistent with passenger needs
• Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/events
• 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 employees, 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
• Perform any additional duties assigned by management
• Ensure stanchions in designated areas of the building as per approved layout. Each plan includes the number of stanchions, placement area, direction of flow, special class line and overflow plan.
• Ensures realigned or added stanchions when queues grow to maintain line management
• Ensures clean stanchions to maintain serviceability
• Always ensure care and control of any technology devices

WHO ARE WE LOOKING FOR?

• Successfully completed a minimum high school education or possess equivalent work
• related experience 3 years of customer service experience
• Ability to use a handheld device to record data
• Becomes a “I Am Toronto Pearson Ambassador”
• Possess clear, concise communication skills in English; French speaking an asset
• Ability to read, understand and provide guidance/instructions to others
• Ability to realign stanchions
• Ability to work individually or within a team
• Customer Service experience an asset
• Have a clear criminal record
• Must be eligible to work in Canada.
• Physically capable of performing all duties as set out in the Job/Position specifically the 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.
• 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

WHAT'S IN IT FOR YOU?

• Salary: $40,000 yearly
• Be part of an industry that's more important than ever!
• Employee Referral Program!
• Career advancement opportunities.
• Whereas other companies are downsizing, we are growing!
• Be #1 on day 1 by joining an industry leader.

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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