Customer Service Agent

Operations | AirportOps | G&A · Toronto, Ontario
Department Operations | AirportOps | G&A
Employment Type Full-Time
Minimum Experience Mid-level
Compensation 17.00CAD/HOUR

Customer Service Agent

Reports To: Supervisor, Customer Service

Direct Reports: N/A

Position Summary

Based in Toronto, at Canada’s Billy Bishop Airport (YTZ), the Customer Service Agent is Connect Airline’s frontline ambassador who will ensure an efficient and convenient customer-centric experience for the daily business traveler.

Waltzing Matilda Aviation (Connect Airlines) Customer Service Agents are responsible for providing outstanding service to both our customers and internal stakeholders. The CSA must embrace the WMA values of "Safety, Service, Convenience and Reliability". The successful individual will display and model behaviors that represent these corporate values at all times.

Job Responsibilities

  1. Provide information in-person, over the phone, and online regarding flight schedules and Connect Airlines general information
  2. Prepare and issue tickets and boarding passes, compute fares, issue refunds, check baggage and collect excess baggage fees in accordance with tariff rules & regulations
  3. Assist customers with boarding and disembarking the aircraft, including those requiring special assistance
  4. Announce flight arrivals, departures, and boarding information over the public address system
  5. Resolve service disruption issues such as cancelled or missed flights, determining alternative flight options, changes or rebooking reservations
  6. Investigate and follow-up on all guest complaints if/when problems may arise
  7. Possess a strong understanding of the Company’s provided services
  8. Ensure the safety, security and comfort of all customers at all times
  9. Ensuring controllable on-time performance is at the forefront during day-to-day duties
  10. Other duties as assigned


  1. Previous airline (above-wing) experience preferred
  2. Previous experience using an airline reservation system is preferred
  3. Excellent oral and written communication skills
  4. Must be able to provide and demonstrate an excellent level of customer experience and professionalism in the workplace
  5. Be able to lift and move baggage up to 70lbs without assistance
  6. Ability to work in a dynamic work environment where multi-tasking and problem solving are required
  7. Comfortable using computers, self-serve check-in kiosks, and credit/debit devices (Point of Sale systems)
  8. Able to work outdoors during inclement weather conditions as operationally required
  9. Must be able to work weekends, evenings, holidays and/or irregular shifts
  10. Represent Waltzing Matilda Aviation/Connect Airlines to all of our partners, vendors, and customers in a professional manner
  11. Must be able to obtain Restricted Area Identification Card (RAIC) security clearance

Job Description is inclusive of but not limited to the responsibilities listed

About Us

Waltzing Matilda Aviation LLC (WMA) brings together a group of professionals who are passionate about flying, many with over 20 years of aviation experience each. WMA is an FAA licensed Part 135 private jet charter operator. We began private (FAA Part 91) operations in June 2008 and have operated thousands of hours of safe and reliable flying since commencing operations out of the Boston area. We own and operate both our own aircraft as well as managed aircraft. We believe in utilizing the latest technology to ensure the safest operations. Our aircraft are equipped with the latest avionics that allow for landings with lower visibility conditions than most aircraft.

Proudly Launching Soon: Connect Airlines 

WMA soon expects to launch Connect Airlines, offering scheduled passenger service with De Havilland Q400 turboprops to create business friendly service between Toronto’s centrally located Billy Bishop Airport (YTZ) and important business centers in the US Northeast and Mid-West.

Come take off with us!

Thank You

Your application was submitted successfully.

  • Location
    Toronto, Ontario
  • Department
    Operations | AirportOps | G&A
  • Employment Type
  • Minimum Experience
  • Compensation