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 Calgary Terminal location is seeking an experienced Customer Service Supervisor to support our growing and diverse operations.
Main Functions:
The Customer Service (CS) Supervisor 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. This individual participates in all assigned training, setting and meeting personal goals. The CS Supervisor 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.
• 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 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, taking action 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 area.
• 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 through compliance and participation in the Company’s Step Up to Customer Service Program.
• Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives.
• Perform any other duties as required.
Qualifications and Experience:
• Completions of High School Diploma
• An aviation background with a certificate or diploma in a related field preferred.
• First Aid and CPR an asset.
• Airport Security Clearance required.
• High level of proficiency with word, excel, etc.
• Must have excellent written and verbal communications skills and the ability to analyze and interpret aircraft data.
• Strong customer service and troubleshooting skills.
• Able to interact with people, tactfully, diplomatically, and professionally at all times.
• Proven data entry, data editing and typing skills with strong attention to detail.
• 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.
• Able to build and maintain lasting relationships with customers.
• Excellent time management and project management skills.
• Be able to work well in a fast paced, high pressure environment with little or no supervision.
• 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.
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.
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