New Posting - Executive Flight Centre

Accommodations Provided. Flights Provided. 

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 Firebag Aerodrome location is seeking an experienced Passenger Service Lead to support our growing and diverse operations. This position would work on a two weeks on and two weeks off rotation. 

Description:
The Passenger Service Lead will be responsible for handling customer complaints and inquiries while understanding their role as brand ambassador. This position provides positive brand experience to all customers. Passenger Service Lead’s must lead a team of Passenger Service Agents on all passenger service responsibilities.
Responsibilities:
• Provide award-winning customer service and build quality relationships with customers.
• Ensure adherence by team members of corporate and departmental policies and procedures.
• Strive to minimize staff turnover and to keep team headcount at acceptable levels.
• Build team commitment to high standards of service, exceeding customer expectations and leading by example.
• 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.
• 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.
• Issue boarding passes and check travel documents and ID.
• Check in baggage and direct passengers to designated areas.
• Make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
• Generate computer flight manifests and coordinate check-in process with Agents.
• Verify passenger counts.
• Process missing/damaged baggage and incident reports as required.
• Coordinate with bus transport as required.
• Communicate with line service employees in the preparation of aircraft for flight. 
• Ensure exceptional customer service and a pleasurable client experience. 
• Comply with and participate in the Company’s Health & Safety programs and Quality Systems.
• Other duties as required.

Education/ Training:
• High School Diploma.
• A certificate or diploma in a related field preferred.

Qualifications/Experience:
• An aviation background, specifically in a Passenger Service Agent role, is preferred.
• Must have excellent communications skills (both written and verbal).
• Able to analyze and interpret aircraft data.
• Able to complete the Oil Sands Safety Association orientation.
• Have current CSTS certification or be willing to obtain it.
• Able to pass a site required Drug & Alcohol test.
• First Aid, CPR, TDG and WHMIS certification would be an asset.
• Valid class 5 driver’s license with clean driver’s abstract.
• Proven data entry, data editing and typing skills.
• Professional demeanor and attire.
• Experience in all aspects of customer service and people management.
• Able to work well under pressure.
• Strong customer service and troubleshooting skills.
• Exhibit initiative, responsibility, and flexibility.
• Excellent time management and project management skills.
• High level of sound and independent judgment and reasoning.
• Highly motivated and able to work well independently with minimal supervision in a fast paced environment.
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times; must have a professional appearance and mannerisms.
• Able to multi-task and establish priorities in a dynamic and changing environment.
• Proficient with MS Word, Excel, etc.
• Strong work ethic and positive team attitude.

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.ca indicating 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.