YQG - Full-Time Customer Support Coordinator

Job Details

Full-Time Customer Support Coordinator

Windsor International Airport (“YQG”) is currently recruiting for the position of Full-Time Customer Support Coordinator. Reporting to the Director of Safety and Security, the Customer Support Coordinator is a result oriented, reliable and highly adaptable individual passionate about customer services and seeks to ensure timely and efficient service and information to the general public and terminal tenants. This position will be responsible to oversee the security and customer services program at the Airport. Whether managing passenger flows around the terminal or assisting with parking related issues and following security protocols in accordance with Canadian Aviation Regulations, Transport Canada, Federal Regulations and safety standards, the Customer Support Coordinator plays a key role in ensuring that the airport provides exceptional customer service.

General Responsibilities:  

  • Welcomes visitors/passengers to Windsor International Airport, assists them in various ways throughout the terminal building while interacting in a friendly, courteous and professional manner
  • Be the primary contact for passenger/visitor accessible needs including curbside assistance
  • Possessing a very high level of situational awareness, identifying problems, executing resolution where possible otherwise, reporting them to the appropriate department for corrective action. 
  • Acts as primary voice of the customer to drive improvements in customer experience
  • Follows programs, projects and initiatives consistent with the Authority’s strategy to exceed customer expectations
  • Assists with special projects and events
  • Helps solve problems that negatively impact the overall customer experience
  • Available to cover all shifts as necessary
  • Interacts and communicates with terminal employees and vendors including airlines, car rentals, food and beverage, security and cleaning service
  • Is part of a positive and collaborative work environment
  • Conduct continuous facility inspections on a daily basis
  • Reports on incidents occurring within terminal facilities
  • Monitor the performance of airport service providers such as cleaners, ground transportation, etc.
  • Other duties as assigned

Security, Security and Emergency Response Responsibilities

  • Oversees the Airport’s security and customer services program
  • Acts as a responder to any security or safety related emergency within and surrounding the airport terminal building
  • Assesses situations prior to them becoming hazards – mitigates liability to the Airport and ensures operational readiness of emergency personnel
  • Works with tenants and staff to action scenarios that may jeopardize safety
  • Assists with security and public safety related investigations as required
  • Fully conversant on the Emergency Response Plan and related security directives
  • Assists with the terminal and parking services
  • Security and administration of the Pass Control Office, RAIC application review, pass control and fingerprinting
  • Understands and follows health and safety programs and activities interpreting policies and supporting them as an example to other employees
  • Understands and is up to date on all corporate policies that have been established to ensure support and minimize risk of staff, operations and facilities
  • Maintains current knowledge of Occupational Health & Safety Act and WHMIS
  • Working knowledge of Canadian Aviation Regulations, Canadian Aviation Security Regulations and Aerodrome Security Measures, Airport Emergency Plan and applicable Airport Operational plans as they pertain to the terminal
  • Keeps current on technical developments by formal training, review of trade journals and continuing education


  • Must have a recognized high school diploma or OSSD equivalent
  • Valid driver’s licence
  • Must have a minimum of five years professional experience in customer service or related field in a supervisory role
  • Must be able to work in rotation 24/7 shift schedule, including nights, weekends, and holidays
  • Must be able to complete and pass a background investigation to obtain a Restricted Area Pass (RAIC)
  • A certificate or diploma in a related field would be considered an asset
  • Fluency in both French and English languages would be considered an asset
  • Excellent oral and written communication skills
  • Experience with airport operations and programs, as well as an understanding of protocols and procedures related to aviation safety would be considered an asset.
  • Ability to manage multiple and diverse activities and projects
  • Positively interact with Authority management and staff
  • Ability to contribute to a team environment to achieve success for the organization
  • Proficiency in the use of a personal computer and other general office equipment is necessary. Experience in Microsoft Office software products is desirable

Rate of Pay: $28.78/hour (2020 Rate)

Application Deadline: Wednesday, October 5, 2022 at 4:30 PM