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Customer Service Supervisor, Full-time

4 months ago

Edmonton, Canada Executive Flight Centre Group Ltd Full time

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.

**Description**:
The Customer Service Supervisor is responsible for providing professional, courteous customer service in person and via telephone. They are accountable for addressing customer inquiries, complaints and processing transactions in a transportation and logistics environment. This individual participates in all assigned training, setting and meeting personal goals. The CS Supervisor promotes the Executive Flight Centre, acting as a brand ambassador, providing positive experiences to all customers.

**Responsibilities**:

- Build team commitment to high standards of service, exceeding Customer expectations and leading by example.
- Ensure compliance by team members to policies and procedures and OH&S standards inclusive of FHA’s, FLRA’s, and Toolbox Meetings.
- Address customer complaints professionally, leaving the customer with a positive resolution.
- Build quality relationships with customers advising them of new services.
- Strive to minimize staff turnover and to keep team headcount at acceptable levels, share successes and foster an atmosphere of collaboration and teamwork.
- Conduct training for Customer Service Agents on service activities, policies, procedures, products, services, or revisions to the delivery of customer care.
- Support operational strategies to motivate the Customer Service Team to achieve departmental goals.
- Communicate changes in policy, procedures, products, services, or any other alterations that affect delivery of customer care.
- Identify and suggest technology solutions to meet evolving department and customer needs.
- Support the service team as required in their daily operation.
- Organize invoices and accounts payable, prepare monthly reports and determine supply and equipment needs.
- Monitor staff attendance and performance, and report issues daily to Operations Supervisors.
- Provide positive and constructive feedback to staff members in a professional and courteous manner.
- Effectively schedule manpower for assigned department.
- Assist Operations Supervisors in completing time-sheet approvals on a daily or weekly basis.
- 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.

**Qualifications and Experience**:

- An aviation background required, with a certificate or diploma in a related field preferred.
- Minimum 2 years of experience in a team lead or supervisory position.
- Airport Security Clearance is required.
- Proficiency with MS Suite including Word, Excel and Outlook is required.
- Strong customer service skills with the ability to deal with people sensitively, tactfully, diplomatically, and professionally always.
- Able to analyse and interpret the needs of customers and offer the appropriate options, solutions, and resolutions required.
- Sound analytical thinking, planning, prioritization, multitasking, and execution skills.
- Professional presentation and demeanour.
- Punctual, meticulous, and diligent.
- Able to work well in a fast-paced operation, and respond quickly in a dynamic and changing environment, with limited to no supervision.
- Able to work collaboratively as a productive member of the EFC Team.

**What EFC can Offer?**
- Competitive compensation
- Free Health and Dental Benefits for Part Time Employees.
- Extended Health and Dental Benefits for Full Time Employees with mínimal premiums.
- Group Retirement Plan including Deferred Profit-Sharing Plan (DPSP) and a Group RRSP for Full Time Employees.
- 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 the EFC Group of companies which