Pacific Coastal Customer Service Lead

Pacific Coastal Airlines is seeking a permanent full time Customer Service Agent Lead based in Vancouver, British Columbia. We are seeking a candidate who is looking to enjoy a family-oriented, dynamic and rewarding work environment. We are excited to welcome safety-oriented and customer service minded individual to continue their career with our company.

 Pacific Coastal Airlines is headquartered at the South Terminal building at Vancouver International Airport. We fly scheduled and charter service between busy international airports, remote destinations, and beautiful communities in the province of British Columbia and Southern Alberta.

Customer Service Agent Lead is a functional leadership position responsible for providing supervision, direction and support to all Customer Service Agents at our Vancouver location. The successful individual will be expected to role model behaviors that respect the corporate values, professionalism, diversity and service excellence to our internal and external customers.

Job Responsibilities:

• Provide information in-person and over the phone on flight schedules and routes
• Prepare and issue tickets and boarding passes, compute fares, issue refunds, check baggage and collect excess baggage charges in accordance with tariff rules
• Assist passengers with boarding and disembarking the aircraft, including those requiring assistance
• Announce flight arrivals, departures, and boarding information over the public address system
• Resolve service disruption issues such as cancelled or missed flights, determining alternative flight options, changes or rebooking reservations
• Investigate and handle customer complaints when problems arise
• Lift and move baggage
• Possess an excellent understanding of company products and services and effectively promote them at all times
• Ensure the safety, security and comfort of all customers and fellow employees at all times
• Deliver service standards in accordance with Pacific Coastal Airlines philosophy
• Build a strong, competent and cohesive team of employees that are motivated to support the Company's vision and uphold and reflect positively on the Company's values
• Ensure all daily ground operations are conducted in a structured, organized, efficient fashion, without sacrificing public safety, or the quality standards as prescribed by Pacific Coastal Airlines
• Establish and uphold best industry safety, health and operational standards
• Foster and maintain a culture that is respectful, supportive and engaging consistent with the Company's Vision and Values
• Prepare daily sheet, ensure adequate and efficient staffing
• Understand and participate in procedural changes as they effect daily duties
• Ensure all Agents are trained in daily tasks
• Other duties as assigned

Leadership Attributes:

• Make Safety and Health a Top Priority
• Act with Integrity and Respects Diversity
• Lead for Business and Operational Performance
• Lead for Employee Performance
• Take Ownership
• Strengthens the Team
• Customer Focused

Qualifications and Competencies:

•  A minimum of 2 years' experience in a customer service environment
• Aviation/airline operations experience is a very strong asset
• Experience working with AmeliaRes is an asset

Abilities:

• Excellent communication, organizational, time management and multi-tasking skills
• Computer Skills (Web, Excel, Word and Intelisys)
• Ability to motivate, engage and inspire te am members

Why Pacific Coastal Airlines?

Company Culture: We honour our company motto of People Friendly, People First for both our employees and our passengers. We encourage a positive, caring workplace and put a high value on collaboration, accountability, and loyalty. We are inclusive, respectful, and have a friendly corporate culture.

Compensation: We recognize and value industry experience by offering competitive compensation commensurate with prior experience. We offer long term pay progression to recognize years of service as well as a company match Group RRSP for retirement planning.

Health Benefits: We offer a standard benefits package for permanent employees consisting of extended health, dental, vision, travel medical, life insurance, STD, LTD, AD&D, an employee and family assistance program, paid sick days, and paid personal emergency days.

Travel Benefits: We offer excellent travel perks within the Pacific Coastal network for employees, their eligible family members, and their buddies. Also available to employees and their eligible family members is standby travel on other airlines across the world. Additionally, employees are eligible for discounts with various hotels and restaurants within the communities we serve as well as steeply discounted cargo shipping within the Pacific Coastal Airlines network.

Employee Programs: We have employee recognition and reward programs, a milestone service recognition program and employee appreciation events throughout the year.

 Please submit a cover letter and resume with your application by clicking on: https://pacificcoastal.prevueaps.com/jobs/

 Pacific Coastal Airlines is an equal-opportunity employer. We are committed to a policy of non-discrimination in all of our employment practices. We welcome and encourage applications from all qualified individuals, regardless of ethnicity, gender, disability or any other identifying characteristic.