• 02-Jun-2017 to 31-Dec-2018 (EST)
  • Mississauga, ON, CAN
  • Full Time

A.S.P. Incorporated is powered by our people. A robust team unlike any other within the security industry, we innovate, we challenge and we exceed client expectations.

A.S.P. Incorporated is a Security Service Provider for clients across Canada. We have a team unlike any other within the security industry and are currently seeking Customer Service Representatives to join our team. We embrace change, challenge and continuously implement new strategies to strive for an environment which creates a culture of constant improvement.

Our integrity as a service provider helps ensure we honour all our commitments to our clients which have given us the honour to provide service to them. A.S.P. Incorporated has the experience, dedication, organization, intellectual capital and fiscal strength to offer a complete turnkey service. We continue to raise the bar, because at A.S.P., "Security Matters".

The successful candidates will be energetic individuals and will have the following qualifications and skills;


Operational Support Representatives (OSR's) provide passenger flow and queue management and access control into various areas of the Terminals at Toronto Pearson International Airport. OSR's are required to quickly and efficiently determine eligibility requirements and stream passengers into various queues while providing an exemplary level of customer/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.


  • Greet all passengers
  • Quickly and efficiently determine eligibility requirements and stream passengers into various queues while provide superior customer service;
  • Validate/confirm passengers need and right of entry/exit to/from controlled and restricted areas;
  • Identify 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. wheel chairs, electric passenger carts, baggage carts, porter services, etc.);
  • 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;
  • Other duties required by the post or as required by the company.



  • Basic knowledge of Terminal operations and familiarity with the layout of Terminal buildings and an in-depth knowledge of passenger flows and familiarity with the various automated systems for passenger processing;
  • Basic understanding of Airport Security, situational awareness and familiarity with RAIC system;
  • Knowledge of airport emergency/evacuation plans, procedures and protocols, including Terminal Evacuation Routes;
  • Knowledge of and ability to understand, interpret and apply operational measures associated with:
    • Boarding cards, flight itineraries and airline/airport codes;
    • Sterility regulations for mixing of passenger segments
    • Passenger's need and right of entry or exit to/from controlled and restricted areas
    • Acceptable travel documentation to enable entry to certain areas within airport
    • Operation of automated kiosks (APC, ABC, Nexus/Global Entry and BIWIS)
  • Knowledge of the Airport Service Quality (ASQ) measure in order to align roles and performance with client expectations
  • Understands roles and responsibilities from a "day of" and a "big picture perspective.

Customer Service/Public Relations

  • OSR staff will be dedicated to the highest quality of passenger service delivered with a sense of warmth, friendliness, individual pride and Toronto Pearson spirit OSR's will provide high quality passenger service by:
    • Greeting passengers with a smile and maintaining direct eye contact
    • Welcoming passengers in a warm, friendly and engaging manner
    • Listening to passengers and responding to their questions and needs in a prompt and professional manner
    • Informing passengers about amenities, services, events or activities that might be of interest to them
    • Ensuring passengers know that we are there to support and assist them
  • Direct and assist the passenger through the various USCBP, CBSA, CATSA and connection processes quickly and comfortably;
  • Resolve passenger problems, concerns or complaints in a helpful, understanding and professional manner. This includes acting as a liaison with other parties (CBP, CBSA, Airlines and other service providers);
  • Monitoring and managing queues and flows to ensure the passenger process is as smooth and efficient as possible

Conduct & Preparedness

  • Value all members of the airport community.  
  • Interact well with management, supervisors and peers.  
  • Interacts well with general public, tenants and visitors.
  • Acts with integrity.    
  • Anticipates and responds to customer/passenger needs.  
  • Adaptability Adjusts quickly to changing scenarios
  • Prioritizes tasks when faced with multiple challenges simultaneously.
  • Displays positive body language and tone of voice.
  • Exhibits and understanding of and delivers the GTAA Behaviours and Values, driven by the "I am Toronto Pearson" program.  
  • Demonstrates empathy.


  • Proficient in all OSR job related protocols, procedures and processes;
  • Adheres to assigned work location/zone and associated processes and procedures;
  • Manages queues effectively in order to achieve optimal time efficiencies of passenger flow;
  • Maintains effective care and control of all assigned tools/equipment;
  • Performs duties in a welcoming, courteous and professional manner at all times;
  • Works with a sense of urgency;
  • Proactively reports and addresses issues that occur in their area (zone) of work;      
  • Prepares accurate, factual, clear and concise reports;
  • Delivers on all Daily Performance Service Standards and achieves targets;

 Communication and Compliance

  • Consistently demonstrates good written and verbal communication skills;
  • Complies with required reporting standards and procedures;
  • Abides by the Official Languages Act (OLA) at all times;
  • Complies with all A.S.P. and GTAA standards and policies;


Appearance and Attitude

  • Maintains a professional customer service image and manner at all times while on duty and/or in uniform - personal grooming is tidy and polished and uniform clean and pressed;  
  • Consistently wears the complete uniform at all times while on duty or in public view;  
  • Exhibits a professional, courteous manner at all times and consistently displays a positive, outgoing, warm and friendly attitude;
  • Body language is open, interested and approachable, always with a smile;
  • Influences others to contribute to success of the operation and passenger experience objectives.
  • Demonstrates a high level of honesty and integrity in all aspects of job performance


Education and Experience

  • Successful completion of a minimum high school education or possess equivalent work related experience;
  • Experience in airport/terminal operations and/or similar industry related experience in an operational or customer service environment


 All job candidates must be:

  • 18 years of age or older
  • A Canadian Citizen or landed Immigrant
  • Have a clear criminal record
  • Physically capable of performing all duties as set out in the Job/Position Description 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;
  • Able to obtain and maintain a valid Transportation Security Clearance
  • Able to work all shifts, including nights and rotations;
  • Successful completion of initial and recurrent company training is a pre-requisite for employment

Skills, Abilities and Personal Suitability

  • Exceptional customer service skills and conflict resolution skills with a demonstrated passion, sense of urgency and unrelenting commitment to operational and customer service excellence
  • Strong interpersonal and relationship management skills;
  • Knowledge of Microsoft Office and ability to work with it efficiently and possess basic technical skills/knowledge to work with and guide passengers through automated processes/systems;
  • Demonstrate critical thinking, good judgement and problem solving and the ability to make effective decisions under pressure;
  • Active listening skills capable of communicating in a way that engages others and builds rapport; demonstrates authenticity through respect, empathy and interest in others;
  • Demonstrates initiative and drive and ability to work both independently as a part of a team
  • Results driven, detail oriented and a strong multi-tasker;
  • Thrives in a fast-paced, complex, agile and collaborative customer-centric environment;
  • Highly resourceful, innovative and solutions oriented with desire and drive to continuously seek to improve;



  • Airport/Terminal Operations experience is highly desirable
  • Possession of a valid Transportation Security Clearance and Airport RAIC (Restricted Access Identification Card) an Asset
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