Aviation Customer Service Leader

3 weeks ago

Cranbrook, Canada Executive Flight Centre Group Ltd Full time

Aviation Customer Service Supervisor
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 aim to provide top-tier services to our clients in the aviation sector, emphasizing safety, quality, and exceptional customer care.

We are currently looking for a skilled Aviation Customer Service Supervisor to enhance our operations. This part-time role involves a flexible schedule, including mornings, afternoons, and weekends, and offers unique flight benefits.

Position Overview:
The Aviation Customer Service Supervisor serves as a representative of Executive Flight Centre, ensuring a memorable experience for all clients. This role encompasses operational oversight and client engagement with the Airline, reporting directly to the General Manager. The Supervisor will lead a team of Customer Service Agents, ensuring they deliver outstanding service while effectively addressing customer inquiries and concerns.



Key Responsibilities:
  • Deliver exceptional service, surpassing customer expectations and ensuring a safe and pleasant airport experience.
  • Act as the primary contact for terminal operations in the absence of the General Manager, liaising with the Airline, Airport Authority, contractors, and vendors.
  • Assist customers during check-in and boarding by managing reservations, verifying travel documents, and processing payments.
  • Exhibit a thorough understanding of security protocols and regulations.
  • Communicate effectively via phone, radio, or in person to resolve customer requests and concerns.
  • Monitor team attendance and performance, reporting any issues to the General Manager.
  • Foster a collaborative environment to minimize staff turnover and maintain team morale.
  • Handle customer complaints with professionalism, ensuring a positive resolution.
  • Provide constructive feedback to team members in a respectful manner.
  • Support the service team in daily operations as needed.
  • Ensure adequate staffing for assigned flights.
  • Generate flight manifests, oversee the check-in process, and confirm customer counts.
  • Assist with customer luggage, ensuring safety and compliance with regulations.
  • Manage missing or damaged baggage reports as necessary.
  • Maintain a clean and organized work area, reflecting pride in work performance.
  • Adhere to uniform guidelines and contribute to a safe work environment.
  • Participate in the Company's Health & Safety and Quality initiatives.
  • 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 address key issues effectively.
  • 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 prerequisite for employment.
  • Proficient in basic computer skills, mathematics, and detail-oriented tasks.
  • Excellent written and verbal communication abilities.
  • Physical capability to lift or move up to 60 lbs independently.
  • Ability to assist customers with mobility challenges.
  • Willingness to work flexible hours, including shifts.
  • 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.
  • Strong analytical, planning, and execution skills.
  • Ability to work collaboratively as part of a dedicated team.


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

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


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