Operations Coordinator, Full-time

4 weeks ago

Calgary, 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 Operation Coordinator (OCC) 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 up and maintaining operations, setting and meeting personal goals. OCC agents promotes Executive Flight Centre, acting as a brand ambassador, providing positive experiences to all customers and staff.

**Responsibilities**:

- To be professional, accurate and timely in all communications with Customers, Airport Teams and our EFC Teams.
- 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 informing them of regular and irregular operations.
- Strive to minimize staff turnover and to keep team headcount at acceptable levels, share successes and foster an atmosphere of collaboration and teamwork.
- Building and updating Turn Schedules for the YYC MT Teams.
- Identify and suggest technology solutions to meet evolving department and customer needs.
- Tracking and disputing delay coding from the Airlines.
- Communicate with customers by phone, radio, or in person to determine nature of customer’s request, acting to resolve the issue or concerns.
- Billing for Airlines as Flight Paper is turned in for fast accurate tracking of equipment, agents and any extra request from the Airlines.
- Sending in Daily Resource Specialist information for YYC AA.
- Tracking and communicating all operational changes to Teams and customers from gate changes to Airline request for additional service.
- Assisting Supervisor when time allows on moving missed bags back to their owners. Helping with calls and organizing shipping of bags to destinations.
- Assisting the operation with ordering supplies and tracking supply levels to ensure we have enough stock for the operation.
- Tracking Lynx RON Flights and extended turns and booking Grooming for these AC.
- Confirming restocking of AC has been completed when required.
- Checking over Flight Paper for accuracy and entering it Data Base for our records.
- Entering Gates in to Nav Blue and any updates.
- 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 DDC or OCC 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
- 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

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