Customer Service Manager

5 months ago


Edmonton International Airport, Canada Edmonton Shell AeroCentre Full time

**Shell Aerocentre**

It’s an exciting time at the Shell Aerocentre. With the increase of YEG traffic and optimism in the aviation industry. We offer a full range of services for business and commercial customers. Servicing customers from Oilfield, Mining, Military, Hockey and Private aircraft at our two building (four hangers) We have been the Shell branded fueller since 1979.

We are seeking a**:Customer Service Manager **to be an integral part of our Company.

The Customer Service manager will be responsible for overseeing day-to-day Customer Service Representative (CSR).

A CSR is responsible for providing exceptional service to our customers while providing operational support to colleagues. As a CSR you are the first point of contact for our customers and the liaison between flight crews and ramp agents.

**Responsibilities**:

- Maintain a professional manner and appearance while working with flight crews, passengers, and high-profile clients
- Provide prompt and courteous service to customers while proactively considering customers requirements
- Coordinate services for aircraft such as arranging fuel, booking equipment, etc
- Arrange services required by flight crews such as transportation, hotels, and catering
- Ensure fuel and other services are performed in a timely manner.
- Communicate with ramp agents to capture all services provided to an aircraft and invoice accordingly
- Clearly and professionally communicate with aircraft over the air-to-ground radio and with ramp agents over internal radio
- Answer main telephone line
- Provide check-in service
- Work in a team and independently
- Develop and positive working relationship with customers and team members
- Tracking, billing, balancing fuel deliveries
- Assisting with last-minute flight coverage
- Be an information resource for CSRs
- Train new CSRs

Qualifications:

- Previous aviation experience (especially FBO experience) is an asset
- Previous customer service experience is a must
- Excellent interpersonal and written communication skills
- Proficient in Microsoft Office programs such as Word and Excel
- The ability to multi task and prioritize items is very important
- Strong problem-solving skills
- Airport security clearance is required
- License is required for transportation and to obtain AVOP (Airside Vehicle Operators Permit)
- Will need to obtain ROC (Radio Operators License)

This position has shift work which will include early mornings, day time shift, and evenings. Shift lengths can vary from 8-12 hrs per day. Weekend and holiday shifts will be required. This position is located at the Edmonton International Airport.

Pay: $60,000.00-$65,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Work Location: In person


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