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Customer Service Agent Lead

3 weeks ago

Calgary, Canada PrimeFlight Aviation Services Canada, INC Full time

**WHERE FRIENDLY TAKES FLIGHT - BECOME A CUSTOMER SERVICE AGENT LEAD TODAY**

The Customer Service Agent Lead supervises and supports a team of agents to ensure efficient check-in and boarding, resolve passenger concerns, uphold airline policies, provide safe and courteous wheelchair services to various airline passengers with disabilities, while complying with the Air Carrier Access Act., as well as foster a high standard of customer service through training, collaboration, and performance monitoring.

**WHAT IT’S LIKE TO WORK AS A CUSTOMER SERVICE AGENT LEAD**

  • Supervise and lead a team of customer service agents, ensuring high-quality passenger service
  • Train and mentor new agents in customer service protocols and airport procedures
  • Handle escalated customer issues and complaints with professionalism and tact
  • Coordinate staff schedules and assignments to ensure adequate coverage
  • Monitor team performance and provide feedback to improve service quality
  • Ensure compliance with all airline and airport regulations and procedures
  • Collaborate with other airport departments to resolve operational issues affecting customer service
  • Exemplify PrimeFlight customer service and safety standards
  • Perform any additional duties as assigned by management

**WHY WORK FOR PRIMEFLIGHT?**

  • We are committed to being a leading provider of commercial services within the aviation industry
  • Our teams focus on maintaining a positive working environment and treating all team members with respect
  • With more than 200 locations across the world, we offer opportunities for career progression
  • Enjoy a competitive pay scale

**QUALIFICATIONS**

  • 18 years of age or older
  • Eligible to work in Canada
  • Communicate effectively in English (reading, writing, speaking)
  • 1 year as a Customer Service Agent (preferred)
  • Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices
  • Effectively communicate with colleagues and clients, both in-person and through electronic means
  • Must be able to pass a background check, and able to obtain and maintain a Restricted Area Identification Card (RAIC)
  • Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays

To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

**physical activity/working conditions may include**

  • Ability to lift up to 70 pounds
  • Prolonged standing and walking in an indoor/outdoor environment as applicable
  • May need to reach with arms and grasp with hands
  • May need to push, pull
  • May need to bend, stretch, squat, kneel
  • Exposure to moderate and at times high noise levels
  • Be able to hear and respond to the spoken voice and to audible alarms
  • Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers
  • Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience.

PrimeFlight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.