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.

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.

• 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…