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Customer Service Agent

3 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.

Our Edmonton location is seeking Full-Time Customer Service Agents to support our diverse operations at Terminal 4.

**This position requires daily availability between the hours of 12 PM - Midnight.**

**Starting wage is $18.00/hour.**

**Description**:
The Customer Service Agent (CSA) is responsible for providing professional and courteous customer service in person and via telephone. The Customer Service Agent is accountable for greeting, checking in, taking reservations and processing customer payments. They will troubleshoot, address, and resolve customer inquiries and concerns. The CSA promotes Executive Flight Centre, acting as a brand ambassador, providing positive experiences to all customers.

**Responsibilities**:

- Provide award-winning service and build enduring, quality relationships with customers.
- Demonstrate effective comprehension of all security procedures and regulations.
- Provide high standards of service, exceeding customer expectations.
- Effectively communicate with customer by phone, radio, or in person to provide a positive resolution to requests, grievances or concerns.
- Organize invoices, accounts payable and aircraft billing.
- Generate computer flight manifests and coordinate check-in process.
- Issue boarding passes, check travel documents and ID, check in baggage and direct passengers to designated area.
- Lift passenger bags as required, up to 70lbs.
- Verify passenger counts.
- Process missing/damaged baggage and incident reports as required.
- Communicate with line service employees in preparation of aircraft for flight.
- Groom the aircraft including the lavatory.
- 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.
- Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives.
- Perform any other duties as required.

**Qualifications and Experience**:

- Aviation background, specifically in a CSA role, is preferred.
- Able to obtain an airport security clearance.
- Class 5 Driver's License preferred.
- Excellent written and verbal communications skills.
- Highly motivated and able to work well with mínimal 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.
- 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
- 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 include Aviation, Cargo, Operations, Construction, Facility Maintenance, Leasing, Administration, Heavy Duty Mechanic, Sales, Accounting, Human Resources, Safety, Training.

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