As a Customer Service Agent - Cargo with Air Canada in New York, NY, you will play a pivotal role in supporting the airline's cargo division, ensuring efficient operations and outstanding customer satisfaction. This position is crucial for maintaining Air Canada's reputation as a leader in global air freight, directly impacting revenue through reliable service delivery and fostering long-term client relationships in a fast-paced aviation environment. In your daily responsibilities, you will handle inbound and outbound customer inquiries regarding cargo shipments, tracking, and delivery status via phone, email, and in-person interactions at the New York hub. Weekly, you will collaborate with logistics teams, warehouse staff, and flight operations to resolve discrepancies, process customs documentation, and coordinate special handling for time-sensitive freight like perishables or valuables. Monthly tasks include generating performance reports on shipment metrics, analyzing customer feedback to identify service gaps, and participating in team meetings to streamline processes. You will manage high-volume ticketing for cargo services, ensure compliance with international regulations such as IATA standards, and escalate complex issues to supervisors while mentoring junior agents on best practices. Expect to deliver key metrics like 95% first-contact resolution and under 2-hour average response times, working closely with sales, ground handling partners, and regulatory bodies to support seamless cargo flow. To succeed, candidates need a high school diploma or equivalent, with a bachelor's degree in business, logistics, or aviation preferred. At least 2 years of customer service experience in transportation or logistics is required, ideally with exposure to air cargo operations. Proficiency in reservation systems like Sabre or CargoWise, Microsoft Office Suite, and familiarity with FAA and TSA regulations are essential. Knowledge of hazardous materials handling (HAZMAT) and customs procedures is a must, along with any relevant certifications such as Dangerous Goods Awareness. Strong bilingual skills in English and Spanish are advantageous for serving diverse clientele in New York. Key skills include exceptional verbal and written communication for de-escalating upset customers, problem-solving under pressure to meet tight deadlines, and multitasking across multiple systems and channels. Technical competencies cover CRM software, cargo tracking platforms, and data entry accuracy. Soft skills like empathy, attention to detail, and teamwork are vital, complemented by industry-specific knowledge of supply chain dynamics and aviation terminology to provide informed, proactive service. Air Canada, one of the world's largest airlines, is committed to connecting the globe with innovation and sustainability at its core. Our cargo division thrives on a collaborative culture where diverse teams in New York work in a dynamic airport environment, blending high-energy operations with modern facilities. What sets us apart is our emphasis on employee well-being, inclusivity, and cutting-edge technology to drive efficiency. We offer competitive compensation, though salary details are not specified, paired with comprehensive benefits including health, dental, and vision insurance, a robust retirement savings plan with company matching, and generous paid time off starting at 3 weeks. Additional perks encompass travel privileges on Air Canada flights for employees and family, flexible scheduling, wellness programs, and performance-based bonuses. Opportunities for overtime pay during peak seasons enhance earning potential. Advance your career through structured training programs, leadership development paths to supervisory roles, and cross-functional rotations within cargo and passenger services. Professional growth includes certifications reimbursement and mentorship. Apply now via Air Canada's careers portal to join our team and soar with us.