Aviation Customer Service Lead

3 weeks ago

Cranbrook, Canada Executive Flight Centre Group Ltd Full time

Aviation Customer Service Supervisor – Executive Flight Centre
Part-Time Position

Executive Flight Centre Group Ltd. has been a leader in aviation fuel and airport services for over 75 years. With a commitment to safety, quality, and exceptional customer service, we aim to deliver outstanding experiences to all our clients in the aviation sector.

We are currently seeking a skilled Aviation Customer Service Supervisor to oversee our operations. This part-time role requires flexibility to work various shifts, including mornings, afternoons, and weekends, and offers unique flight benefits.

Key Responsibilities:
The Aviation Customer Service Supervisor serves as a brand representative for Executive Flight Centre, ensuring a superior experience for all clients. This role involves managing operations and client interactions with airlines, reporting directly to the General Manager. The Supervisor will lead a team of Customer Service Agents to provide top-notch service, troubleshoot issues, and resolve customer inquiries while ensuring adherence to safety protocols.



Primary Duties:
  • Deliver exceptional service, surpassing customer expectations and ensuring a safe and enjoyable airport experience.
  • Act as the primary contact for terminal operations in the absence of the General Manager, liaising with airlines, airport authorities, and vendors.
  • Assist clients during check-in and boarding processes, including managing reservations, verifying travel documents, and handling baggage.
  • Maintain a thorough understanding of security procedures and regulations.
  • Communicate effectively via phone, radio, or in-person to resolve customer requests and concerns.
  • Monitor team attendance and performance, providing daily reports to the General Manager.
  • Foster a collaborative team environment, aiming to reduce turnover and maintain optimal staffing levels.
  • Handle customer complaints with professionalism, ensuring positive resolutions.
  • Provide constructive feedback to team members in a respectful manner.
  • Support daily operations of the service team as needed.
  • Ensure adequate staffing for scheduled flights.
  • Generate flight manifests, coordinate check-in procedures, and verify passenger counts.
  • Assist with customer luggage handling and mobility support as required.
  • Process reports for lost or damaged baggage.
  • Maintain a clean and organized work area, reflecting pride in work performance.
  • Adhere to company policies regarding health, safety, and quality standards.
  • Perform additional duties as necessary.


Qualifications:
  • At least two years of experience in customer service, preferably within the aviation sector.
  • Previous supervisory experience is advantageous.
  • Ability to identify and creatively address operational challenges.
  • Strong multitasking and prioritization skills in a fast-paced environment.
  • Highly organized and motivated, capable of working under pressure.
  • Confident decision-maker with the initiative to drive improvements.
  • Airport Security Clearance is a requirement for employment.
  • Proficient in basic computer skills, mathematics, and troubleshooting.
  • Excellent verbal and written communication abilities.
  • Physical capability to lift or move up to 60 lbs independently.
  • Ability to assist individuals with mobility challenges.
  • Willingness to work flexible hours, including shifts in a 24/7 operation.
  • Professional demeanor and appearance while delivering outstanding customer service.
  • Familiarity with MS Office applications.
  • Certifications in First Aid, CPR, and WHMIS are considered assets.
  • Strong analytical and planning skills.
  • Ability to collaborate effectively as part of the Executive Flight Centre team.


Benefits of Working with Us:
  • Flight benefits with our airline partners.
  • A dynamic and engaging work environment.
  • A role that keeps you active and involved.
  • Health and dental benefits for part-time employees.
  • Performance-based discretionary bonus program.
  • Opportunities for career advancement across various sectors within the Executive Flight Centre Group.

We appreciate the interest of all applicants; however, only those selected for interviews will be contacted.


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