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 excellence, we provide a wide array of aviation services tailored to meet the diverse needs of airports and aerodromes. Our mission is to deliver outstanding services to all clients in the aviation sector by prioritizing safety, quality, and exceptional customer care.

We are currently seeking a skilled Aviation Customer Service Supervisor to enhance our operations. This part-time role involves working various shifts, including mornings, afternoons, and weekends, and offers the opportunity for flight benefits.

Key Responsibilities:

  • Ensure high-quality service standards, surpassing customer expectations by delivering a safe and enjoyable airport experience.
  • Act as the primary contact for terminal operations with airlines, airport authorities, contractors, and vendors in the absence of senior management.
  • Assist customers during check-in and at the gate by managing reservations, verifying travel documents, checking baggage, and directing customers appropriately.
  • Maintain a thorough understanding of all security protocols and regulations.
  • Communicate effectively via phone, radio, or in person to resolve customer inquiries and concerns positively.
  • Monitor staff attendance and performance, reporting any issues to management.
  • Work to minimize staff turnover and maintain an effective team dynamic, promoting collaboration and teamwork.
  • Handle customer complaints professionally, ensuring a satisfactory resolution.
  • Provide constructive feedback to team members in a respectful manner.
  • Support the service team in daily operations as needed.
  • Schedule adequate manpower for assigned flights.
  • Generate flight manifests, coordinate the check-in process, and verify passenger counts.
  • Assist with customer luggage handling, including lifting up to 60 lbs.
  • Provide assistance to customers with mobility challenges as required.
  • Manage reports for lost or damaged baggage as necessary.
  • Maintain a clean and organized work area, reflecting pride in work performance and contributing to a safe work environment.
  • Ensure compliance with the company's health and safety protocols.
  • Perform additional duties as required.


Qualifications:
  • At least two years of experience in customer service, ideally within the aviation sector.
  • Previous supervisory experience is advantageous.
  • Ability to identify and creatively resolve internal challenges.
  • Proficient in multitasking and prioritizing in a fast-paced environment.
  • Highly organized and motivated, capable of working under pressure.
  • Confident decision-maker who can initiate change independently.
  • Airport Security Clearance is a prerequisite for employment.
  • Basic computer skills, mathematical proficiency, and attention to detail are essential.
  • Excellent verbal and written communication skills.
  • Ability to lift or move up to 60 lbs independently.
  • Capability to assist individuals with mobility issues.
  • Willingness to work flexible hours, including shifts, as this is a 24/7 operation.
  • Strong analytical, planning, and execution skills.
  • Professional demeanor and appearance while delivering superior customer service.
  • Familiarity with MS Office applications.
  • Certifications in First Aid, CPR, TDG, WHMIS, and Air to Ground License are beneficial.
  • Ability to collaborate effectively as a member of the Executive Flight Centre team.


Benefits:
  • Flight benefits with our airline partners.
  • A dynamic and engaging work environment.
  • A role that keeps you active and involved.
  • Complimentary health and dental benefits for part-time employees.
  • A discretionary bonus program based on overall company performance.
  • A supportive work culture focused on hard work, enjoyment, and celebrating achievements.
  • Opportunities for career advancement across various sectors within the Executive Flight Centre Group.

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


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