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Customer Service Agent (CSA) Supervisor
Build More Than Just a Career
Our people are our success. They are also adventure-seekers and difference-makers who are committed to a shared vision – to offer the best of the best in project delivery services. When you join ONEC Logistics Kitamaat LP, you join a community that seeks to help you build more than just a career. You will build working relationships and partnerships that become friendships, build ideas that become realities and build skills that help you grow personally and professionally. We want you to love what you do so that together, we can do great things.
About ONEC and ONEC Logistics Kitamaat LP
ONEC Group has been building projects in Western Canada for over 20 years. As an EPC and EPCM provider, our services include multidisciplinary project services including project & construction management, engineering & design, procurement & logistics, geomatics & survey, fabrication & construction, mechanical & electrical installation, and scaffolding & insulation. We are the only mid-sized firm in our industry that offers this collective expertise under one roof. Because of our company’s size, clients get to know our team and always work with the same people, resulting in stronger working relationships and efficiency. We are agile in our approach to project delivery because we are able to pivot quickly and adjust our standard processes to suit specific clients’ needs. ONEC believes in local leadership and we engage top talent from the communities we work in. We understand that local knowledge and presence are key to not only our overall business success but the economic success of the communities we work in. ONEC is pleased to provide various services in partnership with Haisla Nation.
Location
In Northwestern British Columbia (NWBC), you will experience the vastness of the Coastal Mountains; the free-flowing rivers; the beauty of wildlife; the majestic glacier-fed lakes, and the awe-inspiring Pacific Ocean. NWBC encompasses the communities of Terrace, Kitimat, Stewart, Prince Rupert, The Hazeltons, Smithers, and surrounding Indigenous Communities and their respective traditional territories. The landscape and diverse culture found throughout the region are reasons to fall in love with the lifestyle, and with multiple industrial opportunities on the rise, ONEC is growing its local talent. As part of this growing team, you will be involved in meaningful work that combines great projects; great people; and a great environment – your life and career will surely become an adventure.
Job Details
Job Title: Customer Service Agent (CSA) Supervisor
Number of Openings: 1
Anticipated Start Date: March 14, 2022
Application Deadline: February 24, 2022
Job Type: Full-Time/Permanent.
Schedule: 6-10 hours/day x 4-5 days with 2 guaranteed days off. Possible averaging arrangement; split shifts; early mornings; must be able to be flexible due to flight delays.
Minimum Level of Education: High school diploma, equivalent combination of education, work experience, & training.
Years of Related Experience: 1-2 years aviation/customer service supervisory work experience.
Office Location: OLK Flight Center, 4355 Bristol Rd, Terrace, BC V8G 0E9, and Kitimat Camps
Locations to be Supported: Northwest, BC
Accommodation: Housing could be provided if out of town (more than 50 kms away) if residency can be proven.
Position Summary
We are seeking an experienced CSA Supervisor. The CSA Supervisor will be responsible for the overall supervision of the check-in/baggage personnel. This includes job support, training, and completing camp/flight reservations.
Other responsibilities include:
· Ensuring all COVID-19 safety-related policies & COVID-19 safety protocols are followed.
· Supervising a growing team; listen to the needs of team members and do what is in your control to make positive improvements.
· Using an airline computerized system, making reservations, issuing boarding cards, check-ins, checking weight and tagging baggage, and making general passenger announcements.
· Liaising with external and internal customers (i.e., ramp agent, flight crew, dispatch, etc.).
· Providing outstanding customer service answering general inquiries at the airport.
· Assisting passengers requiring special handling including handling and resolving customer complaints and incidents, providing departure/boarding gate customer service, as well as aiding passengers to and from aircraft.
· Performing duties in accordance with established policies and procedures while giving primary consideration to personal safety and the safety of co-workers and customers.
· Responsible for air carrier/camp reservations site support.
· Responsible for making the camp reservations for LNG CVL site or others if required.
· Liaising with Aviation and Quality Manager and FBO Manager as required on software concerns.
· Assisting with ongoing training for check-in agents/baggage personnel.
· Accountable to FBO Manager for all boarding and check-in of flights.
· Overseeing all boarding, check-in, flight closures, and final manifest distribution.
· Responsible for reviewing and complying with all policies and procedures regarding reservations software and processes, check-in, and boarding.
· Responsible for gathering all relevant data for flights and reporting within required timelines.
· Safely operating a commercial-size vehicle in various weather conditions.
· Training staff.
· Earning trust and respect from others by stopping or preventing violations of policy/procedures, standing up for human rights, behaving ethically, respecting diversity, and encouraging inclusivity; creating opportunities to share and implement continuous improvement ideas; providing training to new team members; communicating with your team (keep them “in the loop”) while maintaining confidentiality; ensuring delegation of work is appropriate and workflows are effective.
· Other supervisory duties as required.
Our Ideal Candidate
· High school diploma in related discipline or an equivalent combination of education, work experience, and training.
· Ability to follow all COVID-19 Safety Protocols.
· Fully vaccinated due to Transport Canada and client requirements.
· 1-3 years aviation or industrial supervisory work experience.
· Significant experience in aviation and/or camp industry reservations software; experience in different aspects of reservations software and troubleshooting.
· Strong analytical, interpersonal, and communication skills.
· Ability to work under pressure, multi-task, meet defined deadlines, and work in a fast-paced environment.
· Ability to work independently and in a team environment.
· Strong computer skills especially in database applications.
· Class 5 driver’s license and clean driver’s abstract.
· Pre-Access and random drug and alcohol testing.
· First Aid Level 1.
· WHMIS 2015.
· Observational and Reporting Skills.
· Customer Service Skills.
· Acceptable Criminal Record Check (required to obtain an airport security pass).
Environmental and Physical Demands
· Will be required to frequently carry, load, and unload baggage weighing up to 50lbs. This position requires standing, bending, lifting, reaching, pulling, pushing, and/or twisting while performing the job function.
· Will be required to repeatedly enter and exit a commercial-sized vehicle in a safe manner.
· Will be required to work in all types of weather conditions safely.
· Driving safely in different weather conditions and seasons.
· Flexible work hours (irregular operations due to weather or other airline-related delays).
Personnel Protective Gear
· General-purpose work gloves for summer and winter.
· Steel-toe work boots.
· Clothing to protect against the elements in summer and winter.
· Clothing to protect against the rain (rain jacket and rain pants).
· All required PPE such as high-vis and ear protection gear will be provided by the employer
Application Instructions
ONEC Group/ONEC Logistics Kitamaat LP is an equal opportunity employer. Positions are filled by means of open competition where the selection is based on job-related skills, training, experience, and suitability. Final candidates will be asked to provide references. The results of the reference check must be acceptable to ONEC Group/ONEC Logistics Kitamaat LP.
We thank all applicants in advance; however, only individuals selected for interviews will be contacted.
ONEC Group/ONEC Logistics Kitamaat LP accepts resumes via online application at http://onecgroup.com/careers.
Job Types: Full-time, Permanent
Schedule:
- 10 hour shift
- 8 hour shift
Experience:
- logistics: 1 year (preferred)
Application deadline: 2022-02-14
Expected start date: 2022-03-14
