• 14-Aug-2018 to 13-Dec-2018 (EST)
  • Ottawa, ON, CAN
  • Hourly
  • Full Time

After 3 months


The Customer Service Shift Lead is a 24/7 working CSR with a "lead" responsibility for the "day of" oversight, supervision, coordination and support of front-line Customer Service Representatives assigned to provide passenger support and assistance with the operation of Primary Inspection Kiosks (PIK) and for flow and queue management within the Canada Customs Hall at Ottawa MacDonald-Cartier International Airport.  The CSR Lead is the primary day-to-day point of contact for the OMCIAA designated representative(s) and as such is responsible for coordinating "day of" activities with the Airport Authority to review issues, challenges and changing requirements and appropriately respond to emerging operational issues, events or activities.


CSR's are often the "first point of contact" for visitors to Canada and their objective is to provide an exemplary level of customer service make that interaction an exceptional experience for each and every passenger. 



  • Takes direction from the designated OMCIAA representative(s) and maintains an open line of communication to ensure the delivery of quality services;
  • Serves as the focal point for communicating, coordinating activities and resolving problems/challenges or issues with Airport Authority and CBSA representative(s) for a cohesive operation;
  • Oversight and supervision of assigned team's daily work plan, adjusting priorities and resource allocations to meet demand and ensuring the team's adherence to established performance standards and protocols; 
  • Provides daily direction, communication, guidance and support to on duty CSR's and addresses performance management or disciplinary issues;
  • Attends and participates in any required client Operational Briefings to coordinate activities and address specific needs/issues;
  • Ensures all established procedures/protocols, directions and instructions are promptly and efficiently followed and performed and complied with to the satisfaction of the client;
  • Investigates all problems, complaints, incidents, events and deficiencies and submits a formal report of all findings and recommended corrective action to the V.P. of Operations and OMICAA representative and implements appropriate corrective action after obtaining approval from the V.P. and/or client;
  • Performs daily performance/quality control inspections to ensure conformance to client and company policies/procedures and service/performance expectations
  • Prepares Daily Operational Shift Summary Reports, Shift Inspection Reports, Incident/Occurrence and Non-Conformance Reports for all incidents/events, complaints or deficiencies discovered;
  • Conducts new recruit OJT training and random OJT In-Field training modules for existing CSR staff;
  • Assists in the provision of Emergency/IRROP response activities as required;
  • Performs other duties and tasks as assigned by the company and/or client;


  • Greet all passengers in French and English "Hello/Bonjour";
  • Quickly and efficiently direct passengers to the appropriate queue while providing superior customer service;
  • Ensure the PIK kiosk is at the "Welcome" screen when directing passengers to the kiosk;
  • Provide passengers with general information on PIK process and assist them in preparing for the process and guide passengers in the use of PIK kiosks; assisting those who are experiencing difficulty with kiosk instructions and educating the PIK users on how to quit their passage, if they choose to do so;
  • Ensure passengers do not leave incomplete kiosk sessions;
  • Direct passengers who have been unsuccessful in using the kiosks to enter the regular Primary Inspection Line;
  • Report kiosk problems to the AA Helpdesk;
  • Conduct routine servicing of PIK kiosks (i.e. replace thermal paper when empty and clean touch screens);
  • In event of kiosk outages, implement Contingency Plan (manual mode) disseminate Passenger Declaration Forms and redirect passengers;
  • Monitor the CBSA Hall 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/directed by OMCIAA.

Education and Experience:

  • Successful completion of a minimum high school education or possess equivalent work related experience;
  • Experience in a Supervisory or Operational Lead role, preferably in an airport or customer service environment;


All job candidates must be:

  • 18 years of age or older
  • A Canadian Citizen or landed Immigrant
  • Fluently Bilingual in Canada's both official languages (oral and written)
  • Physically capable of performing all duties as set out in the Job/Position Description;
  • Able to obtain and maintain a valid Transportation Security Clearance and an Ottawa Airport Restricted Area Identity Card (RAIC);
  • Able to work all shifts, including nights and rotations;
  • Successful completion of (initial and annual recurrent) OMCIAA CSR Training as well as company (ASP) orientation and Disability Awareness (AODA) Training is a pre-requisite for employment;
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