Customer Service Agent

Customer Service Agent – Permanent Full Time

Pacific Coastal Airlines, located at the South Terminal building of Vancouver International Airport, is hiring a Customer Service Agent for a permanent full‑time position. The role will support passengers in a family‑oriented, dynamic environment focused on safety and excellent customer service.

• Check in passengers, issue boarding passes, verify immigration documents.
• Check baggage and collect excess or overweight charges.
• Answer calls, book, change, and cancel flight reservations.
• Resolve service disruption issues such as cancelled or missed flights, determining alternative flight options.
• Execute deplaning and boarding processes, ensuring a safe, on‑time departure.
• Possess a thorough understanding of company products, services, processes and guidelines, promoting them at all times.
• Commitment to providing a safe, stress‑free and friendly passenger experience.
• Deliver service standards in accordance with Pacific Coastal Airlines philosophy.
• Assist passengers with accessibility needs in a safe, respectful and professional manner, utilizing ground service equipment as required.
• Perform other duties as assigned.

• Experience in a customer‑facing role.
• Ability to work under pressure with minimal supervision.
• Clear and effective communication skills, capable of having difficult conversations.
• Ability to work in a time‑sensitive, ever‑changing environment where multitasking and problem solving are key attributes.
• Comfortable using computers, credit and debit machines.
• Flexible to work any day of the week, including weekends, evenings, holidays and/or irregular shifts.
• Must represent Pacific Coastal Airlines in a professional manner to partners, vendors, and customers.
• Must be able to obtain and maintain designated security clearance.
• Capable of lifting up to 70 pounds.

Pacific Coastal Airlines honors its motto of “People Friendly, People First” for both employees and passengers. We encourage a positive, caring workplace, prioritizing collaboration, accountability and loyalty, and we are inclusive and respectful.

Benefits for permanent employees include an extended health, dental, vision, travel medical, life insurance, accidental death and dismemberment, short‑term disability, long‑term disability, an employee and family assistance program, paid sick days and paid personal emergency days.

Travel perks are available for employees and eligible family members on Pacific Coastal Airlines, West Jet, Air Canada, Iceland Air, Delta, Allegiant, Cathay Pacific, Alaska Airlines and more. Employees also receive discounts with various hotels, restaurants, and discounted cargo shipping within the Pacific Coastal Airlines network.

Employee recognition and reward programs, milestone service recognition, and employee appreciation events occur throughout the year.

Pacific Coastal Airlines is an equal‑opportunity employer. We welcome and encourage applications from all qualified individuals, regardless of ethnicity, gender, age, disability or any other identifying characteristic.