Customer Service Agent
- Edmonton, AB
- Permanent
- Part-time
- Monday 1500 start, end 1800 (3 hrs)
- Tuesday 1500 start, could end 1900 or 2200 (4 - 7 hrs)
- Wednesday 1300 start, could end 1900 or 2100 (6 – 8 hrs)
- Plus - Additional hours on the weekend depending on the flight schedules.
The Customer Service Agent (CSA) is the first point of contact for airline passengers. This position plays a critical role in acting as a brand ambassador for EFC and the airline by providing a positive experience to all customers. The CSA always remains professional and courteous and while greeting, checking in, taking reservations, assisting customers and processing payments. The CSA also troubleshoots, addresses, and resolves customer inquiries and concerns as required.Responsibilities:
- Provide high standards of service, exceeding customer expectations by providing a safe and positive airport experience.
- Assist passengers at check in and gate side by reviewing and changing reservations, issuing, and checking boarding passes, checking travel documents and identification, checking baggage, issuing baggage tags, processing payments, and directing passengers to designated areas.
- Demonstrate effective comprehension of all security procedures and regulations.
- Effectively communicate by phone, radio, or in person to provide a positive resolution to requests, grievances, or concerns.
- Generate computer flight manifests and coordinate check-in process.
- Verify passenger counts.
- Lift passenger bags as required, up to 60lbs.
- Push wheelchairs and assist passengers with mobility issues as required.
- Process missing/damaged baggage and incident reports as required.
- Communicate with line service employees in preparation of aircraft for flight.
- Prepare the aircraft cabin for passenger boarding and departure.
- Perform cosmetic adjustments to ensure seat belts, headrests, and cabin furnishings are presentable.
- Clean and service the cabin, including seats, floors, galleys, and lavatories.
- Maintain cleanliness and orderliness throughout the aircraft, paying attention to details.
- Adhere to uniform guidelines as prescribed under company policy.
- 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.
- Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives.
- Perform any other duties as required.
- Minimum of two years’ experience in Customer Service, preferably in the aviation industry.
- An Airport Security Clearance is required as a condition of employment.
- Valid class 5 driver’s licence is preferred.
- Basic computer, mathematics, trouble shooting skills and excellent attention to detail.
- Excellent written and verbal communications skills.
- Able to lift or move up to 60 lbs independently.
- Capability to push wheelchairs.
- Able to walk long distances and stand for extended periods of time.
- Comfortable with grooming (cleaning an aircraft).
- Highly motivated and able to work well with minimal supervision in a fast-paced environment.
- Professional appearance and behaviour while providing superior customer service.
- Proficient with MS Word, Excel, etc.
- First Aid, CPR, TDG WHMIS certification and Air to Ground License an asset.
- Ability to work a flexible work schedule. You will be required to work shift work, as we are a 24/7 operation.
- 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.
- Competitive compensation.
- A fun and exciting working environment.
- Free Health and Dental Benefits for Part 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.