Customer Service Agent
Executive Flight Centre View all jobs
- Calgary, AB
- Temporary
- Part-time
- Monday, Thursday, Saturday and Sunday
- 13:00 to 17:00, subject to extend or change
The Customer Service Agent (CSA) serves as the first point of contact for airline passengers and plays a vital role in delivering exceptional customer experience. Acting as a brand ambassador for EFC and its airline partners, the CSA ensures all interactions are handled with professionalism, efficiency, and courtesy. This role is responsible for supporting passengers throughout their journey, from reservations and check-in to issue resolution and post-service support.Responsibilities:
- Deliver exceptional customer service by consistently exceeding passenger expectations and ensuring a safe, welcoming airport experience.
- Assist passengers at check-in and gate areas, including reviewing and modifying reservations, issuing boarding passes, verifying travel documents and identification, tagging baggage, processing payments, and directing passengers appropriately.
- Maintain thorough knowledge of airport security procedures and regulatory requirements, always ensuring full compliance.
- Communicate effectively via phone, radio, and in person to resolve customer inquiries, concerns, and service issues promptly and professionally.
- Generate and manage flight manifests, coordinate check-in procedures, and verify passenger counts for accuracy and compliance.
- Handle passenger baggage, including lifting items up to 60lbs., and assist with mobility support such as wheelchair services.
- Process reports related to delayed, missing, or damaged baggage in accordance with company procedures.
- Coordinate with ground and line service teams to support timely aircraft preparation and departure.
- Prepare aircraft cabins for boarding, ensuring cleanliness, safety, and presentation standards are met, including minor cosmetic adjustments.
- Perform cabin cleaning duties, including servicing seats, aisles, galleys, and lavatories, maintaining a high standard of hygiene and order.
- Uphold company uniform and grooming standards, always demonstrating professionalism.
- Maintain a clean, organized, and safe work environment while contributing positively to team operations.
- Adhere to company health, safety, and quality assurance programs and actively participate in related initiatives.
- Perform additional duties as assigned to support operational efficiency and customer satisfaction.
- Minimum of two years of customer service experience, including hands-on experience with Altea, with a strong preference for experience within the aviation industry.
- Eligible to obtain and maintain Airport Security Clearance as a condition of employment.
- Valid Class 5 driver’s license considered an asset.
- Strong computer proficiency, including Microsoft Word, Excel, and related applications.
- Solid mathematical, troubleshooting, and problem-solving abilities with exceptional attention to detail.
- Excellent written and verbal communication skills, with a focus on delivering high-quality customer service.
- Physically capable of lifting to 60 lbs. independently and assisting passengers, including pushing wheelchairs.
- Able to walk long distances and remain on feet for extended periods in a fast-paced environment.
- Comfortably performing aircraft grooming and cleaning duties to maintain safety and presentation standards.
- Highly motivated, dependable, and able to work effectively with minimal supervision.
- Demonstrates a professional appearance and demeanor while consistently delivering superior customer service.
- Certifications such as First Aid, CPR, TDG, WHMIS, and Air to Ground Radio License are considered strong assets.
- Flexible and adaptable, with the ability to work rotating shifts in a 24/7 operational environment.
- Strong analytical, organizational, and prioritization skills with the ability to execute tasks efficiently.
- Reliable, punctual, detail-oriented, and committed to maintaining high performance standards.
- Competitive compensation.
- A fun and exciting working environment.
- A job that keeps you active and engaged with a strong focus on safety, employee health, and wellness.
- Free Health and Dental Benefits for Part Time Employees.
- An incredible work environment focused on hard work, fun and celebrating our successes.
- A workplace that supports Environmental, Social, and Governance (ESG) values, including environmental stewardship, inclusive hiring practices, and transparent governance.
- Career development and advancement opportunities across our national aviation platform, with roles available in cargo, fuel operations, airports, aerodromes, administration, sales, accounting, human resources, safety, and training.