Customer Service Agent Lead

Executive Flight Centre Group Ltd. (“Executive Flight Centre” or “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 is part of a national aviation platform which offers a diverse range of 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 takes pride in being an equal opportunity employer committed to the principles of employment equity. We value diversity in our workforce and have made a commitment to ensure equitable representation of women, indigenous peoples, persons with disabilities and visible minorities at all occupational levels within our workforce. We believe that the diversity of our employees strengthens the company and furthers both individual and company successes. EFC is committed to inclusivity, equity, and accessibility in the selection of our teams and throughout employment. If you require accommodation during the recruiting process, please let us know.

Our Terrace location is seeking an experienced Customer Service Agent Lead to support our diverse operations. This is a full-time position, requiring daytime, evening, and weekday and weekend shifts, with the successful candidate working 50% of their time as a Customer Serivce Agent and the other 50% of their shifts as Customer Service Agent Lead.

Job Description:
The Customer Service Agent Lead promotes Executive Flight Centre and acts as a brand ambassador, ensuring a positive experience for all customers at the Northwest Regional Airport Terrace-Kitimat. This position is responsible for operations and client relations with the Airline in the above the wing capacity in the absence of leadership. The Customer Service Agent Lead leads a team of Customer Service Agents to deliver excellent customer service, assisting in troubleshooting, addressing, and resolving customer inquiries and concerns and is responsible for ensuring all agents work safely and follow proper procedures.

Responsibilities:
• Provide high standards of service, exceeding customer expectations by providing a safe and positive airport experience.
• Acts as EFC’s main terminal operations contact with the Airline, the Airport Authority, contractors, and vendors in the absence of leadership.
• Assist customers at check in and gate side by reviewing and/or changing reservations, checking boarding passes, checking travel documents and identification, checking baggage, issuing baggage tags, processing payments, and directing customers to designated areas.
• Demonstrate effective comprehension of all security procedures and regulations.
• Effectively communicate by phone, radio, or in person to provide a positive resolution to requests, grievances, or concerns.
• Monitor staff attendance and performance and report issues daily to leadership.
• Strive to minimize staff turnover and to keep team headcount at acceptable levels, share successes and foster an atmosphere of collaboration and teamwork.
• Address customer complaints professionally, leaving the customer with a positive resolution.
• Provide positive and constructive feedback to staff members in a professional and courteous manner.
• Support the service team as required in their daily operation.
• Ensure effective manpower is scheduled for assigned flights.
• Generate computer flight manifests, coordinate check-in process, and verify customer counts.
• Able to lift customer luggage up to 60lbs.
• Push wheelchairs and assist customers with mobility issues as required.
• Process missing/damaged baggage and incident reports as required.
• Groom aircraft, as required.
• Receive/accept cargo according to IATA/ISAGO rules and regulations.
• Communicate with line service employees in preparation of aircraft for flight.
• Adhere to uniform guidelines as prescribed under company policy.
• Maintain a tidy and orderly work area exhibiting pride in work performance and contributing to a healthy and safe work environment.
• Ensure exceptional, courteous, and respectful customer service through compliance.
• Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives.
• Perform any other duties as required.

Experience and Qualifications:
• Minimum of two years experience in customer service, preferably in the aviation industry.
• Previous experience in supervisor role is an asset.
• Able to identify key issues; creatively and strategically overcome internal challenges or obstacles.
• Able to multi-task and prioritize in a fast paced, time focused operation.
• Highly motivated and organized with the ability to work under pressure.
• Confident decision maker who can work on own initiative to drive change.
• An Airport Security Clearance is required as a condition of employment.
• Basic computer, mathematics, trouble shooting skills and excellent attention to detail.
• Excellent written and verbal communications skills.
• Able to lift or move up to 60 lbs independently.
• Capability to push wheelchairs.
• Able to walk long distances and stand for extended periods of time.
• Highly motivated and able to work well with minimal supervision in a fast-paced environment.
• Professional appearance and behaviour while providing superior customer service.
• Proficient with MS Word, Excel, etc.
• First Aid, CPR, TDG WHMIS certification and Air to Ground License an asset.
• Ability to work a flexible work schedule. You will be required to work shift work, as we are a 24/7 operation.
• Sound analytical thinking, planning, prioritization, and execution skills.
• Professional, punctual, meticulous, and diligent.
• Able to work independently and collaboratively as a productive member of the EFC Team.

What can EFC Offer?
• Competitive compensation.
• A job that keeps you active and engaged with a strong focus on safety, employee health, and wellness.
• Flight benefits with the specific airline you are assigned.
• Extended Health and Dental Benefits with minimal premiums.
• Group Retirement Plan including Deferred Profit-Sharing Plan (DPSP) and a Group RRSP for Full Time Employees.
• An incredible work environment focused on hard work, fun and celebrating our successes.
• A workplace that supports Environmental, Social, and Governance (ESG) values, including environmental stewardship, inclusive hiring practices, and transparent governance.
• Career development and advancement opportunities across our national aviation platform, with roles available in cargo, fuel operations, airports, aerodromes, administration, sales, accounting, human resources, safety, and training.

Please visit our web site at http://www.efcaviation.ca/ for a complete description of our company and to view other career opportunities.

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

INDHP