Customer Service Agent

Executive Flight Centre Group Ltd; Kelowna; On-site; CAD 38,000 - 46,000; Full time

Benefits offered by this job

Extended Health and Dental Benefits

Group RRSP

Career development opportunities

Job summary

Executive Flight Centre Group Ltd. is hiring a Customer Service Agent at our Kelowna location. You will be the brand ambassador, greeting customers, processing reservations, and coordinating services to ensure a positive experience for passengers and visitors.

The role requires at least two years in customer service, strong communication, and the ability to obtain a RAIC. You will support accounting and administration tasks while maintaining a high standard of professionalism and safety in

Qualifications

• Minimum of two years’ experience in Customer Service, preferably in aviation or a related field.
• Ability to obtain a Restricted Area Identity Card (RAIC).
• Proficient with MS Word, Excel, etc.
• Excellent written and verbal communication skills.

Responsibilities

• Greet and assist FBO passengers and visitors in a professional manner.
• Coordinate fueling, catering, hotel, and car rental arrangements.
• Process reservations, payments, and documentation accurately.
• Respond to customer inquiries and resolve issues promptly.

Skills

Customer service

Communication

Attention to detail

Teamwork

Tools

MS Word

Excel

POS system

Job description

Executive Flight Centre Group Ltd. (“Executive Flight Centre” or “EFC”) has been setting standards in aviation fuel and airport services for over 75 years. Headquartered in Calgary, with operations in Alberta, British Columbia, and Saskatchewan, EFC is part of a national aviation platform which offers a diverse range of services to meet the needs of airports and aerodromes. Our vision is to provide first class services to all customers in the aviation industry by focusing on safety, quality, and customer service.

EFC takes pride in being an equal opportunity employer committed to the principles of employment equity. We value diversity in our workforce and have made a commitment to ensure equitable representation of women, indigenous peoples, persons with disabilities and visible minorities at all occupational levels within our workforce. We believe that the diversity of our employees strengthens the company and furthers both individual and company successes. EFC is committed to inclusivity, equity, and accessibility in the selection of our teams and throughout employment. If you require accommodation during the recruiting process, please let us know.

Our Kelowna location is seeking an experienced Customer Service Agent to support our diverse airport operations. This full-time position follows a 4-days-on, 3-days-off schedule with day shifts.

Description:

The Customer Service Agent (CSA) is the first point of contact for FBO passengers and visitors. This position plays a critical role in acting as a brand ambassador for EFC and the airline(s) by providing a positive experience to all customers. The Customer Service Agent 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 and provides basic accounting and administrative support.

Responsibilities:

Customer Service

• Being knowledgeable of the services available and responding accurately and completely to customer inquiries
• Ensuring that arriving customers and pilots are welcomed in a timely and professional manner and that their needs for service are identified.
• Facilitating arrangements for fueling, catering, hotel, car rentals and other related requests
• Communicating with and dispatching fuelers to facilitate accurate, timely service
• Documenting the services provided
• Collecting appropriate fees for service provided
• Responding to customer phone inquiries
• Ensuring that the FBO is kept clean and well presented for customers

System Administration

• Reviewing meter and tank readings for accuracy
• Auditing completeness and accuracy of fuelers documentation
• Identifying and reconciling variances between the meter and tank readings and the sales transactions
• Daily inputting of meter readings and sales transactions into Greenbook and Costa
• Transmitting accurate (Customer, product, volume) and complete billing information to Shell Canada daily.

General Administration

• Reviewing all retail sales processed through the POS machine for accuracy.
• Ensuring third party charges (lav services, de-icing, catering, etc.) are properly billed to the customers
• Verifying ramp fees are invoiced to customers daily
• Acting as the receptionist for incoming calls and visitors
• Maintaining and replenishing offices supplies
• Other administrative duties as required (POS reconciliation etc.)

Accounting support & other

• Accurately coding fuel slips and matching them against fuel invoices
• Identifying and coding call out and miscellaneous charges on fuel invoices
• Accurately invoicing and applying payments to customers with preferred fuel agreements
• Managing workload to ensure that accounting month end deadlines are met
• 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.

Experience and Qualifications:

• Minimum of two years’ experience in Customer Service, preferably in the aviation industry.
• Ability to obtain a Restricted Area Identity Card (RAIC)
• Basic computer, mathematics, trouble shooting skills and excellent attention to detail.
• Proficient with MS Word, Excel, etc.
• Valid class 5 driver’s licence is preferred.
• First Aid, CPR, TDG WHMIS certification and Air to Ground License an asset.
• Excellent written and verbal communications skills.
• Good oral and written communication skills
• Ability to effectively communicate within the aviation and business community
• Sound analytical thinking, planning, prioritization, and execution skills.
• Professional, punctual, meticulous, and diligent.
• Able to work both independently and collaboratively as a productive member of the EFC Team.

What can EFC Offer?

• 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.
• Extended Health and Dental Benefits with shared premiums.
• Group Retirement Plan including a Group RRSP for Full 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.

We thank all applicants for their interest in Executive Flight Centre; however, only candidates selected for interviews will be contacted.