Customer Service Agent #74858

Company: WestJet

Job Description

As a CSA, your bright personality and smile enrich the lives of everyone in WestJet’s world and create a remarkable experience for our guests.  At Airports, we believe that every connection matters.

The CSA position is a highly physical role; agents are required to be on their feet for long periods of time. Physical tasks may include assisting guests requiring mobility assistance through all areas of the airport and lifting and moving guests’ baggage.


  • Provide a stress-free and safe experience by anticipating guests’ needs and provide genuine, customized service for every guest.
  • Facilitate the check-in process for guests either at self-serve check-in, or at guest assistance using our reservation system.
  • Assist guests during the check-in process by activating their bag tags using the activation system.
  • Assist guests requiring assistance including pushing guests in wheelchairs, escorting unaccompanied minors, and guiding people with visual impairments.
  • Operate assistive mobility devices such as the Eagle II and Eagle III assistive wheelchair devices.
  • Move and lift bags on to baggage belts.
  • Handle various forms of payment including cash, debit, and credit cards.
  • Ensure the check-in queues run smoothly by directing guests to the appropriate areas.
  • Ensure WestJet promises and procedures are followed according to the rules and regulations of governing bodies such as Transport Canada.
  • Organize the safe arrival and departure of a flight by completing technical and non-technical gate tasks.
  • Announce flight arrivals, departures, and boarding information using the public address system.
  • Handle guests’ concerns with empathy and resolve challenges with empowerment.
  • Assist with security checks and grooming the aircraft, including light cleaning of seats, seat pockets, and floor.
  • Demonstrate a positive attitude and commitment to teamwork in a friendly and caring atmosphere.


  • A positive and passionate personality, with the ability to communicate well with people.
  • Proven experience in a customer service industry, with at least two years of experience in a customer-facing role.
  • A demonstrated proficiency with computers, and recent experience using Windows-based software.
  • Flexibility to work shift-work including early mornings, days, late evenings, weekends, and holidays.
  • An ability to multitask in a fast-paced, time-sensitive environment.
  • An ability to use handheld radios and microphones to communicate with operational teams and make airport announcements.
  • A physical ability to consistently lift up to 70lbs/32kgs.
  • A professional, well-groomed appearance, and the ability to represent the WestJet brand to our guests and teammates.
  • Fluency in the English language, both oral and written.
  • Be able to meet all conditions of employment:
    • Obtain a Restricted Area Pass issued by Transport Canada.
    • Complete a post-offer employment test, testing physical abilities and prove to be fit for the position.
    • Provide a criminal background check.
    • Successfully complete initial CSA training.


WestJet is Canada's most preferred airline, operating over one hundred aircraft to destinations in North America, Central America, the Caribbean and Europe. We are recognized as a Top Employer in Canada and our more than 10,000 employees work hard to ensure we maintain our position as one of Canada's most respected corporate cultures. With the launch of WestJet Encore, we will continue our steady growth by offering flights and jobs to more cities in Canada.

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