Executive Flight Centre (EFC) has been setting standards in aviation fuel and service for over forty years. Headquartered in Calgary, with operations in Alberta, British Columbia and Saskatchewan EFC offers a diverse range of aviation services to meet the needs of airport users. 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 Horizon Aerodrome location is seeking an experienced Customer Service Agent to support our diverse operations. This is a full-time rotational camp position with a fourteen (14) days on and fourteen (14) days off schedule. Flights, accommodations and uniforms are provided.
Main Functions:
The Customer Service Agent Level 1 is responsible for providing professional, courteous customer service to Horizon Aerodrome passengers by addressing customers’ needs and processing transactions in a transportation and logistics environment.
Responsibilities:
Perform passenger handling and customer service responsibilities according to the EFC corporate standards; including:
Generate computer flight manifests and coordinate check-in process;
Verify passenger counts;
Complete check in process, baggage and direct passenger handling as assigned;
Process missing/damaged baggage and incident reports as required;
Communicate with line service employees in the preparation of aircraft for flight;
Book and maintain flights for EFC employees and approved individuals;
Assist with housekeeping and light field maintenance duties; and
Liaise with CNRL’s Flight Follow department with delayed flights and passenger issues, as well as with applicable ground transportation companies.
Ensure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
Through guidance of the CSA Lead, effectively manage tasks during irregular operation periods.
Input statistical data into Aerodrome systems and complete EFC/CNRL reporting requirements.
Provide services after hours on an on-call/as-needed basis.
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.
Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives.
Perform any other duties as required.
Qualifications and Experience:
Minimum of two years’ experience in Customer Service, preferably in the aviation industry.
Valid class 5 driver’s license and clean Driver’s Abstract. No restrictions permitted.
Able to meet all required pre-employment and site access screening including, but not limited to, Common Safety Orientation (CSO) course, Horizon Contractor Orientation and Drug & Alcohol test.
EFC and CNRL required theoretical and practical training (i.e. WHIMS, DG Passenger, etc.).
EFC on the job training for Passenger Handling policies, procedures and practices.
Proficiency in Microsoft Office products, including Word, PowerPoint and Excel, plus demonstrated ability to learn new systems.
Knowledge and experience with flight reservation software, including ability to make individual and group travel reservations, is preferred.
Able to effectively communicate both verbally and in writing.
Able to deal with individuals sensitively, tactfully, diplomatically, and professionally at all times, including demonstrated customer service and troubleshooting skills.
Highly motivated and able to work well independently with minimal supervision in a fast-paced environment.
Able to multi-task and establish priorities in a dynamic and changing environment.
Must maintain a professional appearance and mannerisms at all times.
Able to work collaboratively as a productive member of the EFC Team.
What EFC can offer:
Competitive compensation
Extended Health and Dental Benefits for Full Time Employees with minimal premiums.
Paid Sick/Personal Days
Vacation
Group Retirement Plan including Deferred Profit-Sharing Plan (DPSP) and a Group RRSP for Full Time Employees.
A discretionary bonus program based on over all company performance.
An incredible work environment focused on hard work, fun and celebrating our successes.
Career advancement opportunities in a variety of industries through the EFC Group of companies which include Aviation, Cargo, Operations, Construction, Facility Maintenance, Leasing, Administration, Heavy Duty Mechanic, Sales, Accounting, Human Resources, Safety, Training.
Please visit our web site at http://www.efcaviation.ca/ for a complete description of our company and to view other career opportunities and to apply for this role.
Please include your resume and cover letter in one document when applying for this position.
EFC is committed to creating and sustaining an inclusive and diverse work environment, while upholding the principles of employment equity. Your participation in this important process is greatly appreciated. We encourage applicants to self‐identify as a member of one or more of the employment equity designated groups – Women, Aboriginal peoples, Persons with Disabilities and/or Members of Visible Minorities. The information collected will be used solely to carry out our obligations under the federal Employment Equity Act.
We thank all applicants for their interest in Executive Flight Centre; however, only candidates selected for interviews will be contacted.
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