Customer Service Agent

Executive Flight Centre Aviation (EFC) has been setting standards in aviation fuel and airport services for over 75 years. Headquartered in Calgary, with operations in Alberta, British Columbia, and Saskatchewan, EFC offers a diverse range of aviation services to meet the needs of airports and aerodromes. Our vision is to provide first class services to all customers in the aviation industry by focusing on safety, quality, and customer service.

EFC takes pride in being an equal opportunity employer committed to the principles of employment equity. We value diversity in our workforce and have made a commitment to ensure equitable representation of women, indigenous peoples, persons with disabilities and visible minorities at all occupational levels within our workforce. We believe that the diversity of our employees strengthens the company and furthers both individual and company successes. EFC is committed to inclusivity, equity, and accessibility in the selection of our teams and throughout employment. If you require accommodation during the recruiting process, please let us know.

Our Edmonton location is seeking an experienced Customer Service Agent to support our diverse airport operations on a part-time basis.

**The successful applicant must be available for the shift schedules listed below and must be available for all shift times as indicated**:

- **Monday 1500 start, end 1800 (3 hrs)**:

- **Tuesday 1500 start, could end 1900 or 2200 (4 - 7 hrs)**:

- **Wednesday 1300 start, could end 1900 or 2100 (6 - 8 hrs)**:

- **Plus -**_Additional hours on the weekend depending on the flight schedules._**

**Description**:
The Customer Service Agent (CSA) is the first point of contact for airline passengers. This position plays a critical role in acting as a brand ambassador for EFC and the airline by providing a positive experience to all customers. The CSA always remains professional and courteous and while greeting, checking in, taking reservations, assisting customers and processing payments. The CSA also troubleshoots, addresses, and resolves customer inquiries and concerns as required.

**Responsibilities**:

- Provide high standards of service, exceeding customer expectations by providing a safe and positive airport experience.
- Assist passengers at check in and gate side by reviewing and changing reservations, issuing, and checking boarding passes, checking travel documents and identification, checking baggage, issuing baggage tags, processing payments, and directing passengers to designated areas.
- Demonstrate effective comprehension of all security procedures and regulations.
- Effectively communicate by phone, radio, or in person to provide a positive resolution to requests, grievances, or concerns.
- Generate computer flight manifests and coordinate check-in process.
- Verify passenger counts.
- Lift passenger bags as required, up to 60lbs.
- Push wheelchairs and assist passengers with mobility issues as required.
- Process missing/damaged baggage and incident reports as required.
- Communicate with line service employees in preparation of aircraft for flight.
- Prepare the aircraft cabin for passenger boarding and departure.
- Perform cosmetic adjustments to ensure seat belts, headrests, and cabin furnishings are presentable.
- Clean and service the cabin, including seats, floors, galleys, and lavatories.
- Maintain cleanliness and orderliness throughout the aircraft, paying attention to details.
- Adhere to uniform guidelines as prescribed under company policy.
- Maintain a tidy and orderly work area exhibiting pride in work performance and contributing to a healthy and safe work environment.
- Ensure exceptional, courteous, and respectful customer service.
- Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives.
- Perform any other duties as required.

**Qualifications and Experience**:

- Minimum of two years’ experience in Customer Service, preferably in the aviation industry.
- An Airport Security Clearance is required as a condition of employment.
- Valid class 5 driver’s licence is preferred.
- Basic computer, mathematics, trouble shooting skills and excellent attention to detail.
- Excellent written and verbal communications skills.
- Able to lift or move up to 60 lbs independently.
- Capability to push wheelchairs.
- Able to walk long distances and stand for extended periods of time.
- Comfortable with grooming (cleaning an aircraft).
- Highly motivated and able to work well with mínimal supervision in a fast-paced environment.
- Professional appearance and behaviour while providing superior customer service.
- Proficient with MS Word, Excel, etc.
- First Aid, CPR, TDG WHMIS certification and Air to Ground License an asset.
- Ability to work a flexible work schedule. You will be required to work shift work, as we are a 24/7 operation.
- Sound analytical thinking, planning, prioritization, and execution skills.
- Professional, punctual, meti