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Customer Service Team Lead

2 months ago

Saskatoon, Saskatchewan, Canada Executive Aviation Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Executive Aviation. As a key member of our Customer Service team, you will be responsible for leading and coordinating the above-wing experience for our customers.

Key Responsibilities
  • Schedule Management: Schedule our team of Customer Service Agents to ensure seamless customer service delivery.
  • Operational Updates: Check for updates from our Operations Control Center (OCC) and report to the relevant airport authorities.
  • Flight Log Review: Review flight logs to ensure all billable items have been captured.
  • Passenger Tracking: Track passenger counts for monthly airport submission and review with our General Manager.
  • Airport Meetings: Attend airport meetings with our General Manager to discuss employee or operational challenges.
  • System Updates: Update our Integrated Flight Information Display System (IFIDS).
  • Employee Support: Meet with our local General Manager to discuss employee or operational challenges.
  • Operations Logs: Complete daily operations logs in Vortex.
  • Baggage Delivery: Ensure all baggage deliveries have been completed.
  • Passenger Numbers: Provide weekly passenger numbers to the airport for the following week.
  • Inventory Management: Ensure international packages are prepared and stocked.
  • Aircraft Bridge: Bridge aircraft as required.
  • Shift Planning: Complete the shift planning board.
  • Airline Crew Collaboration: Work positively with airline crew.
  • Weather Conditions: Ability to work outside in all types of weather.
  • Information Updates: Update our monthly information and tips board.
  • Stock Ordering: Order airline-specific stock.
  • Lost and Found: Handle lost and found items based on airline-specific procedures.
  • Light Grooming: Perform light grooming duties.
  • Additional Duties: Perform other duties as assigned.
Requirements
  • Experience: 2 years' Counter Agent experience, with gradual increase in responsibilities.
  • Training and Read and Signs: Successful completion of all Training and Read and Signs.
  • Security Clearance: RAIC/Security Clearance pass.
  • Customer Service Skills: Strong customer service skills.
  • Attention to Detail: Great attention to detail.
  • Scheduling Experience: Previous experience managing/building a schedule.
  • Airport Experience: Previous airport customer service experience.