Customer Service Lead, Full Time (Calgary)

Executive Flight Centre Aviation (EFC) has been setting standards in aviation fuel and airport services for over 75 years. Headquartered in Calgary, with operations in Alberta, British Columbia, and Saskatchewan, EFC offers a diverse range of aviation services to meet the needs of airports and aerodromes. Our vision is to provide first class services to all customers in the aviation industry by focusing on safety, quality, and customer service.

EFC is committed to creating and sustaining an inclusive and diverse work environment, while upholding the principles of employment equity. Your participation in this important process is greatly appreciated. We encourage applicants to self‐identify as a member of one or more of the employment equity designated groups – Women, Aboriginal peoples, Persons with Disabilities and/or Members of Visible Minorities. The information collected will be used solely to carry out our obligations under the federal Employment Equity Act.

Our Calgary location is seeking an experienced Customer Service Lead to support our diverse operations. The successful candidates must be available to work shift work which includes days, evenings, weekends and holidays.

Starting wage is $19.00/hour.

Responsibilities

• Issue boarding passes check travel documents and ID, check-in baggage and direct passengers to designated areas.
• Provide award-winning customer service; build quality relationships with customers advising them of new services.
• Establish and lead high-performance customer service members to meet and exceed customer satisfaction.
• Address customer complaints professionally, leaving the customer with a positive resolution.
• Conduct training for Customer Service Agents on service activities, policies, and procedures, changes to policies and procedures, products, services, or revisions to the delivery of customer care.
• Communicate with customers by phone, radio, or in person to determine nature of customer’s request, acting to resolve the issue or concerns.
• Accountable for directing all Customer Service activities.
• Communicate with line service employees in the preparation of aircraft for flight.
• Perform customer services tasks according to standards set by Executive Flight Centre.
• Process credit card and cash transactions pertaining to aircraft flights.
• Ensure adherence of corporate, departmental and OH&S policies and procedures.
• Verify passenger count with aircraft crew members.
• Generate computer flight manifests and coordinate check-in process.
• Assist customers in the ordering/reserving of rental cars, hotel reservations, catering, etc.
• Build team commitment to high standards of service, exceeding Customer expectations and leading by example.
• Maintain a tidy and orderly work area exhibiting pride in work performance and contributing to a healthy and safe work environment.
• Perform any other duties as required.

Qualifications And Experience

• Professional, punctual, meticulous and diligent.
• Highly motivated and able to work well with minimal supervision in a fast-paced environment.
• First Aid, CPR, TDG WHMIS certification and Air to Ground License an asset.
• Previous experience in the aviation industry in a similar role would be an asset.
• Sound analytical thinking, planning, prioritization, and execution skills.
• Completion of High School Diploma.
• Able to obtain an airport security clearance.
• Professional appearance and behaviour while providing superior customer service.
• Proficient with MS Word, Excel and the ability to learn new programs quickly.
• Able to work collaboratively as a productive member of the EFC Team.
• Excellent written and verbal communications skills.

What EFC can Offer?

• Group Retirement Plan including Deferred Profit-Sharing Plan (DPSP) and a Group RRSP for Full Time Employees.
• Competitive compensation
• Free Health and Dental Benefits for Part Time Employees.
• An incredible work environment focused on hard work, fun and celebrating our successes.
• Extended Health and Dental Benefits for Full Time Employees with minimal premiums.
• A discretionary bonus program based on over all company performance.
• Career advancement opportunities in a variety of industries through the EFC Group of companies which include Aviation, Cargo, Operations, Construction, Facility Maintenance, Leasing, Administration, Heavy Duty Mechanic, Sales, Accounting, Human Resources, Safety, Training.

Please visit our web site at http://www.efcaviation.ca/ for a complete description of our company and to view other career opportunities within EFC. Please include your resume and cover letter when applying for this position.

We thank all applicants for their interest in Executive Flight Centre; however, only candidates selected for interviews will be contacted.