Executive Flight Centre Group Ltd Looking for Customer Service Agent Lead/Trainer Full Time (Calgary) at Calgary, AB Full Time

Customer Service Lead/Trainer, Full-Time (Calgary)

Executive Flight Centre (EFC) has been setting standards in aviation fuel and Airport services for 70 years. Headquartered in Calgary, with operations in both Alberta and British Columbia, EFC offers a diverse range of aviation services to meet the needs of airport users. EFC also offers additional expertise and services to customers throughout Western Canada in the areas of Airport / Aerodrome Services and Aviation Real Estate Development. Our vision is to provide an excellent quality of service to all customers in the Aviation Industry by focusing on Safety, Quality, Consistency and Customer Service.

Our Calgary location is seeking an experienced Customer Service Lead/Trainer to support our diverse operations.

The successful candidates must be available full time, and able to work shift work which includes days, evenings, overnights, weekends, and holidays.

Starting wage is $20.60/hour.

Main Functions:

Reporting to the Customer Service Supervisor, the Customer Service (CS) Lead/Trainer is responsible for providing professional, courteous customer service in person and via telephone. They are accountable for addressing customer inquiries, complaints, and processing transactions in a transportation and logistics environment. Responsible for developing, administering, and implementing training of Customer Service Agents. This individual participates in all assigned training, setting, and meeting personal goals. The CS Lead/Trainer promotes the Executive Flight Centre, acting as a brand ambassador, providing positive experiences to all customers.

Responsibilities:

• Establish and lead high-performance customer service members to meet and exceed customer satisfaction.
• Build team commitment to high standards of service, exceeding Customer expectations and leading by example.
• Ensure compliance by team members to policies and procedures and OSHE standards.
• Address customer complaints professionally, leaving the customer with a positive resolution.
• Provide award-winning customer service; build quality relationships with customers advising them of new services.

• Train new and experienced staff members in Customer Service operations.
• Establish and lead a high-performance ground handling team in order to meet and exceed customer satisfaction.
• Plan, design and perform Customer Service program according to the standards set by Executive Flight Centre.

• Strive to minimize staff turnover and to keep team headcount at acceptable levels, share successes and foster an atmosphere of collaboration and teamwork.
• Conduct training for Customer Service Agents on service activities, policies, and procedures, changes to policies and procedures, products, services, or revisions to the delivery of customer care.
• Design and implement strategies to motivate the Customer Service Team to achieve departmental goals.
• Identify and suggest technology solutions to meet evolving department and customer needs.
• Provide information on recruitment, training, performance management, overtime, and timesheet approval for Customer Service Agents.
• Communicate with customers by phone, radio, or in person to determine nature of customer’s request, acting to resolve the issue or concerns.
• Generate computer flight manifests and coordinate check-in process with CSR’s as well as Line Supervisors.
• Issue boarding passes check travel documents and ID, check-in baggage and direct passengers to designated areas.
• Process credit card and cash transactions pertaining to aircraft flights.
• Verify passenger count with aircraft crew members.
• Communicate with line service employees in the preparation of aircraft for flight.
• Assist customers in the ordering/reserving of rental cars, hotel reservations, catering, etc.
• Organize invoices and accounts payable, prepare monthly reports and budget, maintain allocated budget, determine supply and equipment needs.
• 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:

• Completion of High School Diploma.
• Aviation background, specifically in a CSA role, is preferred.
• Able to obtain an airport security clearance.
• Excellent written and verbal communications skills.
• Highly motivated and able to work well with minimal supervision in a fast-paced environment.
• Professional appearance and behavior while providing superior customer service.
• Proficient with MS Word, Excel, and the ability to learn new programs quickly.
• First Aid, CPR, TDG WHMIS certification and Air to Ground License an asset.
• Sound analytical thinking, planning, prioritization, and execution skills.
• Professional, punctual, meticulous, and diligent.
• Able to work collaboratively as a productive member of the EFC Team.

What we Offer:

• Competitive compensation
• Free Health and Dental Benefits for Part Time Employees
• Paid Sick/Personal Days
• Vacation pay
• Uniform
• Extended Health and Dental Benefits for Full Time Employees with minimal premiums.
• Group Retirement Plan including Deferred Profit-Sharing Plan (DPSP) and a Group RRSP for Full Time Employees.
• A discretionary bonus program based on over all company performance.
• An incredible work environment focused on hard work, fun and celebrating our successes.
• Career advancement opportunities in a variety of industries throughout the EFC Group of companies which include Aviation, Cargo, Operations, Construction, Facility Maintenance, Leasing, Administration, Heavy Duty Mechanic, Sales, Accounting, Human Resources, Safety, Training.

Apply Now: at http://www.efcaviation.ca/.

Please include your resume and cover letter in one document when applying for this position; indicating the position title and location you are applying for in the subject line.

EFC is committed to creating and sustaining an inclusive and diverse work environment, while upholding the principles of employment equity. Your participation in this important process is greatly appreciated. We encourage applicants to self‐identify as a member of one or more of the employment equity designated groups – Women, Aboriginal peoples, Persons with Disabilities and/or Members of Visible Minorities. The information collected will be used solely to carry out our obligations under the federal Employment Equity Act.

We thank all applicants for their interest in Executive Flight Centre; however, only candidates selected for interviews will be contacted.