Job Posting

Customer Service/Cargo Agent

Job Type: Part Time, Permanent
Start Date: As soon as possible

Language: English
Minimum Education: None
Positions Available: 1

NOC Group: Airline Sales and Service Agents (6433)
NOC Job Title: Agent, Customer Service - Airline
Expires in 6 days
Expires: 2021-12-02
Last Updated: 2021-08-04

Job Number: 688042

Job Location(s)

1-9370 Airport Access Rd
Cranbrook, British Columbia
V1C 7E4, Canada

Job Description

Pacific Coastal Airlines is seeking a permanent part-time Customer Service/Cargo Agent based in Cranbrook, British Columbia. We are seeking a candidate who is looking to enjoy a family-oriented, dynamic and rewarding work environment. We are excited to welcome safety-oriented and customer service minded individual to continue their career with our company.

Pacific Coastal Airlines is headquartered at the South Terminal building at Vancouver International Airport. We fly scheduled and charter service between busy international airports, remote destinations, and beautiful communities in the province of British Columbia and Southern Alberta.

Pacific Coastal Customer Service/Cargo Agents are responsible for providing outstanding customer service to our passengers over the phone and in person. They also deal with logistical aspects of transporting materials or parcels, including scheduling, packing, routing, documentation, tracking, compliance, etc. Customer Service/Cargo Agents work in in conjunction with flight crew and ground agents.

The ideal candidate for this position is someone who has excellent people skills and enjoys working in ever-changing environment where multi-tasking and flexibility are the key attributes. He/she is responsible to ensure that Company Standard Operating Procedures and Transport Canada Air Cargo Security Regulations are adhered to at all times.

Job Responsibilities:

  • Provide information in-person and over the phone on flight schedules, routes, cargo rates and status
  • Prepare and issue tickets and boarding passes, compute fares, issue refunds, check baggage and collect excess baggage charges in accordance with tariff rules
  • Assist passengers with boarding and disembarking the aircraft, including those requiring assistance
  • Announce flight arrivals, departures, and boarding information
  • Resolve service disruption issues such as cancelled or missed flights, determining alternative flight options, changes or rebooking reservations
  • Investigate and handle customer complaints when problems arise
  • Lift and move baggage on to the belt, from the carousel or through baggage doors
  • Deal with time sensitive shipments, notify customers of the freight arrival
  • Trace lost or misdirected cargo and associated records
  • Weigh cargo items, compute and calculate charges for services in accordance with tariff rules
  • Process and collect payments, prepare and issue airway bills and shipping documentation, enter shipping information into a computer
  • Maintain and update records on a regular basis
  • Lift and move cargo, ensure that is has being directed properly
  • Decide whether to accept or reject cargo items, provide special handling of cargo as required
  • Possess an excellent understanding of company products and services and effectively promote them at all times
  • Ensure the safety, security of all customers and their possessions at all times
  • Other duties as assigned


  • Previous customer service experience is an asset
  • Capable of lifting up to 70 pounds
  • High level of computer proficiency and data entry skills
  • Must be able to obtain and maintain designated security clearance

Skills & Abilities:

  • Strong written/oral communication and teamwork skills
  • Ability to work independently under minimal supervision and/or as part of a team
  • Complete tasks in an efficient and accurate manner
  • Flexible to work weekends, evenings, holidays and/or irregular shifts
  • Able to work outdoors during inclement weather conditions

How to Apply