Customer Service Ambassador; CSA YHZ

Position: Customer Service Ambassador (CSA) YHZ
Location: Hants County (Shubenacadie)

Job Summary
Passenger Services Agent (Customer Service Ambassador), Halifax Airport. The agent is responsible for assisting passengers from international locations within CBSA Restricted Areas within the Airport Facility.

Responsibilities

Monitor flight arrival times and arrive at the station at least 15 minutes before each flight.

Greet all travelers in the Primary Inspection Lanes (PIL) and Satellite Primary Inspection Lanes (SPIL) areas.

Assist arriving international passengers using the Primary Inspection Kiosk (PIK) and NEXUS machines in PIL and SPIL.

Provide technical expertise regarding kiosk operation and general PIK process.

Defer all CBSA‑specific queries to a CBSA officer and Global Entry/Nexus‑specific queries to a USCBP or CBSA officer.

Offer general way finding support to passengers (e.g., washrooms, immigration, PHAC, duty free, customs).

Conduct disinfection of screens and buttons with cleaning agents after each use.

Report any technical issues with kiosk infrastructure or baggage systems to the Airport Service Centre (ASC).

For SPIL area: determine ITD eligibility, direct destination passengers to PIL & PIK, ensure documentation is ready, and provide direction to Customs Officers.

For Global Entry / Nexus kiosk: greet travelers, assist with kiosk operation, and defer processing questions.

Assist passengers with loading baggage onto the transborder baggage system, operate the BIWIS semi‑auto station, facilitate oversize baggage, and communicate maintenance issues to ASC.

Maintain care and control of the baggage system fire door and PSL, with proper training provided by HIAA.

Complete required training programs, including Accessible Transportation for Persons with Disabilities, Stanfield Way Workshop (when offered), and Security Awareness Training.

Other Requirements

Emergency First Aid certification.

Qualifications And Competencies

High School diploma or GED equivalent.

Exceptional customer service experience, preferably in aviation.

Eligibility to work in Canada with a valid, open work permit.

Police clearance check if required by home country.

Excellent written and verbal communication skills in English (additional languages desirable).

Commitment to continuous improvement and self‑motivation.

Attention to detail, numeracy, and ability to follow processes flexibly.

Willingness to work in inclement weather and on various shifts (days, evenings, nights, weekends, holidays).

Ability to work independently.

What We Offer

Competitive pay.

Paid training.

Group benefits (insurance, RRSPs, etc.).

Free parking.

Uniform provision.

We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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