OSR Supervisor (Customer Service)

@ Dexterra

Company Overview

Dexterra Group is a fast-growing, publicly listed company (TSX:DXT) with a strong presence across North America. We offer fulfilling opportunities with a culture of stability, diversity, inclusion, and work-life balance.

Job Purpose

The OSR Supervisor (Customer Service) acts as the day-to-day liaison between the operational contract and the GTAA TSR, coordinating personnel movement and ensuring efficient passenger processing and terminal flow.

Main Duties and Responsibilities

• Greet passengers and members of the travelling public, using required bilingual greetings.
• Complete all required training and follow GTAA instructions precisely.
• Manage customer complaints/escalations and ensure proper incident reporting.
• Oversee employee validations of travel documentation and controlled areas access.
• Operate automated systems and handle technology devices with care.
• Monitor designated zones for efficient passenger flow and manage queue setups.
• Collaborate with TSRs and MO’s to maintain service quality.

Qualifications

• Minimum high school diploma or equivalent work experience.
• At least 3 years of customer service experience.
• Ability to operate handheld devices and demonstrate basic technology skills.
• Clear communication skills in English; French is an asset.
• Physically capable of standing for long durations and managing equipment.
• Eligibility to work in Canada with a clear criminal record.

What’s In It For You?

• Join an industry that plays a vital role in local communities.
• Employee Referral Program and career advancement opportunities.
• Yearly pay increases in a growing company.
• Be part of an industry leader and contribute from day one.

Key skills/competency

OSR, Supervisor, Customer Service, Coordination, Passenger Processing, Queue Management, Bilingual, Technology, Incident Reporting, Teamwork