Executive Flight Centre (EFC) has been setting standards in aviation fuel and service for over forty 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 Edmonton location is seeking an experienced Customer Service Supervisor to support our growing and diverse operations.
Description:
The Customer Service Representative (CSR) Supervisor is responsible for providing professional, courteous customer service in person and via telephone. He or she will be accountable for addressing customer inquiries, complaints and processing transactions in a transportation and logistics environment. This individual participates in all assigned training, setting and meeting personal goals. The CSR promotes the organization, acting as a brand ambassador, providing positive experiences to all customers. Other duties may be assigned as necessary.
Responsibilities:
• Establish and lead high-performance customer service members in order to meet and exceed customer satisfaction.
• Build team commitment to high standards of service, exceeding Customer expectations and leading by example.
• Ensure adherence by team members of corporate and departmental policies and procedures.
• Make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
• Conduct one-on-one and/or small group training presentations for Customer Service Representative on service activities and established policies and procedures.
• Provide award-winning customer service; build quality relationships with customers, suggest new services.
• Strive to minimize staff turnover and to keep team headcount at acceptable levels.
• Design and implement strategies to motivate the Customer Service Team to achieve departmental goals.
• Communicate changes in policy, procedures, products, services, or any other alterations that affect delivery of customer care.
• Where necessary, identify and suggest technology solutions to meet evolving department and customer needs.
• Involvement in customer service personnel recruitment, termination, training, performance evaluations, overtime and timesheet approval.
• Troubleshoot issues within the customer service process.
• Share successes and foster an atmosphere of success.
• Communicate with customers by phone, radio, or in person to determine nature of customer’s request, taking action to resolve the issue or concerns.
• Generate computer flight manifests and coordinate check-in process with other CSR’s as well as Line Supervisors.
• Issue boarding passes, check travel documents and ID, check in baggage and direct passengers to designated area.
• Process credit card and cash transactions pertaining to aircraft flights.
• Verify passenger count with 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., when requested.
• Organize invoices and accounts payable.
• Determine needed supplies and equipment.
• Prepare monthly reports and budget – maintain allocated budget.
• Ensure all employees are compliant to OSHE standards.
• Performs other duties as required.
• Ensure exceptional customer service and a pleasurable client experience.
• Comply with and participate in the continuous improvement of the Company’s Health & Safety Programs and Quality Systems; meaning, conducting regular workplace inspections, reporting any job hazards along with opportunities for improvement to management.
• Other duties as required.
Education and Training:
• Must be 18 years of age or older with a High school diploma or GED.
• A certificate or diploma in a related field preferred.
Experience and Qualifications:
• An aviation background is preferred.
• A certificate or diploma in a related field preferred.
• Must have excellent communications skills (both written and verbal) and the ability to analyze and interpret aircraft data.
• Strong customer service and troubleshooting skills.
• Able to work well under pressure.
• Strong attention to detail.
• First Aid and CPR an asset.
• Highly motivated and able to work independently as well as in a team environment.
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
• Proven data entry, data editing and typing skills.
• Professional demeanor and attire is required.
• Experience in all aspects of customer service and people management.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Able to respond quickly in a dynamic and changing environment.
• Ability to multi-task and establish priorities.
• Exhibit initiative, responsibility, and flexibility.
• Able to build and maintain lasting relationships with customers.
• Excellent time management and project management skills.
• High level of sound and independent judgment and reasoning.
• Able to create alternative solutions to problems.
• High level of proficiency with word, excel, etc.
• Demonstrated ability to exercise necessary cost control measures.
• Be able to work in a fast paced environment with little or no supervision.
• Punctuality and dependability a must.
• Airport Security Clearance required.
Executive Flight Centre offers competitive compensation and a comprehensive benefits package, an incredible work environment, and career advancement opportunities. Please visit our web site at http://www.efcaviation.ca/ for a complete description of our company and to view other career opportunities.
To apply for this position, please send your resume and cover letter to careers4u@efcaviation.caindicating the position title and location you are applying for in your subject line.
We thank all applicants for their interest in Executive Flight Centre; however, only candidates selected for interviews will be contacted.
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