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Customer Service Agent

3 months ago

Terrace, Canada Executive Flight Centre Group Ltd Full time

Customer Service Agent - West Jet

Full-Time

Terrace, BC
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 Terrace location is seeking experienced Customer Service Agents to support our diverse operations. This full-time position will work a variety of shifts including weekday/weekend, mornings, afternoons and evenings.

The Customer Service Agent (CSA) is the first point of contact for airline customers.

This position plays a critical role in acting as a brand ambassador for EFC and the airline by providing a positive experience to all customers.

The Customer Service Agent always remains professional and courteous and while greeting, checking in, taking reservations, assisting customers and processing payments.

The CSA also troubleshoots, addresses, and resolves customer inquiries and concerns as required.

Responsibilities:

  • Provide high standards of service, exceeding customer expectations by providing a safe and positive airport experience.
  • 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.
  • Generate computer flight manifests and coordinate checkin process.
  • 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.
  • 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 mínimal supervision in a fastpaced 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 collaboratively as a productive member of the EFC Team.

What EFC can Offer?

  • Competitive compensation including northern living premium
  • Flight benefits with the specific airline you are assigned.
  • A fun and exciting working environment.
  • A job that keeps you active and engaged.
  • Free Health and Dental Benefits for all employees.
  • Extended Health and Dental Benefits for Full-Time Employees with mínimal premiums.
  • A discretionary bonus program based on over all company performance.
  • An incredible work environment focused on hard work, fun and celebrating our successes.
  • Career advancement opportunities in a variety of industries through t