Customer Service Lead

5 months ago

Edmonton, Canada Executive Flight Centre Group Ltd Full time

**Customer Service Agent Lead Full Time, (Edmonton)**

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**:
Reporting to the Operations Manager, the Customer Service (CS) Lead 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 Lead promotes the Executive Flight Centre, acting as a brand ambassador, providing positive experiences to all customers.

**Responsibilities**:

- Establish and lead high-performance customer service members to meet and exceed customer satisfaction.
- 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 OSHE standards.
- Address customer complaints professionally, leaving the customer with a positive resolution.
- Provide award-winning customer service; 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, and procedures, changes to policies and procedures, products, services, or revisions to the delivery of customer care.
- Design and implement strategies to motivate the Customer Service Team to achieve departmental goals.
- Identify and suggest technology solutions to meet evolving department and customer needs.
- Communicate with customers by phone, radio, or in person to determine nature of customer’s request, acting to resolve the issue or concerns.
- Generate computer flight manifests and coordinate check-in process with CSR’s as well as Line Supervisors.
- Issue boarding passes check travel documents and ID, check-in baggage and direct passengers to designated areas.
- Process credit card and cash transactions pertaining to aircraft flights.
- Verify passenger count with aircraft crew members.
- Communicate with line service employees in the preparation of aircraft for flight.
- Assist customers in the ordering/reserving of rental cars, hotel reservations, catering, etc.
- Organize invoices and accounts payable, prepare monthly reports and budget, maintain allocated budget, determine supply and equipment needs.
- 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**:

- Completion of High School Diploma.
- Aviation background, specifically in a CSA leadership role, is preferred.
- Able to obtain an airport security clearance.
- 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 and the ability to learn new programs quickly.
- 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
- 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 performanc

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