Pacific Coastal Airlines is looking for a Permanent Part Time On call Airport Support Coordinator. This position is based out of Richmond, BC.
Reporting to the Manager, Customer Service and Cargo Training & Standards, the Airport Support Coordinator plays a key role in supporting airport operations, call centre functions, regulatory compliance, and system support across the Pacific Coastal Airlines network. This role provides administrative and operational assistance to ensure efficient day-of operations, consistent service delivery, and effective coordination between internal departments, contractors, and external partners. The Airport Support Coordinator supports airport stations during irregular operations (IROPS), manages system communications, assists with technical and customer inquiries, and ensures adherence to corporate policies, standards, and Transport Canada regulations.
Job Responsibilities:
Administrative & Coordination Responsibilities
- Provide administrative support to airport management and operations teams
- Maintain accurate records, logs, and documentation aligned with company and regulatory requirements
- Ensure new employees receive required credentials, system access, and identification
- Issue and distribute manuals, documents, and updates to stations
- Compile data for reports, audits, and compliance submissions
- Monitor and maintain office supplies, tools, and administrative resources
- Conduct trend analysis and review key metrics to identify performance gaps
- Participate in departmental and corporate meetings
- Assist in project planning, implementation, testing, and communication with vendors, suppliers, and internal departments
- Support effective communication of process and policy changes across all locations
Call Centre & Customer Support Responsibilities
- Monitor call centre operations, including staffing support, SOP adherence, and regulatory compliance
- Advance call centre functions to support scalable operational and commercial requirements (reprotection, booking changes, IROP support)
- Produce daily/weekly call centre reporting including volumes, call reasons, wait times, productivity, and customer experience trends
- Develop scripts, phone-tree messaging, and customer handling guidelines for agents
- Answer and support customers contacting the reservations call centre
Operational Responsibilities
- Provide technical guidance and interpret company procedures for employees
- Coordinate customer service handling and liaise with OCC during major IROPS
- Support interline IROPS and re-protection across the PCA network
- Identify and escalate system limitations affecting interline reservations
- Coordinate movement of delayed/forwarded interline baggage with partners
- Manage schedule change alerts across the network
- Serve as subject matter expert for IROPS handling
- Consult with OCC to support effective operational decision-making and communicate updates to airport stations
- Resolve service disruption issues including cancellations, delays, and rebooking
- Monitor connecting passenger loads and mitigate potential misconnects
- Support airport stations with denied boarding handling and day-of operations inquiries
- Manage the repro email account
- Provide ticketing/GDS support for e-ticket and interline bookings
Qualifications:
- High school diploma required; post-secondary education in business administration or related field is an asset
- 2–3 years of administrative or office coordination experience, preferably in aviation, transportation, or customer service
- 2–3 years of customer service experience; aviation industry background preferred
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Experience with amelia system(s) considered a strong asset
Skills, Knowledge & Abilities:
- Excellent verbal and written communication skills
- Strong organizational skills, professionalism, and attention to detail
- Ability to prioritize tasks in a fast-paced environment
- Strong problem-solving and decision-making abilities
- High accuracy in record-keeping and document preparation
- Ability to handle confidential information with discretion
- Flexible to work evenings, nights, weekends, holidays, and irregular shifts
- Must be able to obtain and maintain designated security clearance
Why Pacific Coastal Airlines?
Company Culture: We honour our company motto of People Friendly, People First for both our employees and our passengers. We encourage a positive, caring workplace and put a high value on collaboration, accountability, and loyalty. We are inclusive, respectful, and have a friendly corporate culture.
Travel Benefits: We offer excellent travel perks to employees and their eligible family members on Pacific Coastal Airlines, WestJet, Air Canada, Iceland Air, Delta, Allegiant, Cathay Pacific, Alaska Airlines, and more. Additionally, employees are eligible for discounts with various hotels and restaurants within the communities we serve as well as steeply discounted cargo shipping within the Pacific Coastal Airlines network.
Employee Programs: We have employee recognition and reward programs, a milestone service recognition program, and employee appreciation events throughout the year.
Apply now!
Pacific Coastal Airlines is an equal-opportunity employer. We are committed to a policy of non-discrimination in all of our employment practices. We welcome and encourage applications from all qualified individuals, regardless of ethnicity, gender, age, disability or any other identifying characteristic.
