Customer Service Agent (Airline Check-In)

Executive Flight Centre Group Ltd; Terrace; On-site; CAD 28,000 - 36,000; Part time

Benefits offered by this job

Flight benefits

Health benefits (part-time)

ESG values & inclusive hiring

Job summary

Executive Flight Centre Group Ltd. is seeking an experienced Customer Service Agent (Airline Check-In) in Terrace to greet, assist, and process airline passengers.

The role involves check-in, reservations, payments, and directing customers, with focus on safety and superior service. This part-time position requires prior customer service experience, strong communication skills, and the ability to manage luggage and mobility assistance as needed.

Qualifications

• Minimum of two years’ experience in Customer Service.
• Airport Security Clearance is required.
• Excellent written and verbal communications skills.
• Able to lift or move up to 60 lbs independently.

Responsibilities

• Provide high standards of service, ensuring a safe and positive airport experience.
• Check in and assist customers with reservations and boarding documents.
• Communicate effectively by phone, radio, or in person to resolve requests or concerns.
• Prepare flight manifests and coordinate the check-in process.
• Push wheelchairs and assist customers with mobility as needed.

Skills

Customer service

Phone/Verbal communication

Attention to detail

Lift 60 lbs

Tools

MS Word

Excel

Job description

Customer Service Agent (Airline Check-In)

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 Terrace location is seeking an experienced Customer Service Agent to support our diverse operations. This part-time position.

There is mandatory 7-day initial training session, completed online. The successful candidate must be available for this session from 7:00am – 3:30pm, October 5th – 9th, and October 13th-14th.

Description

The Customer Service Agent (CSA) is the first point of contact for airline customers. 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 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 as required.

Responsibilities

• Provide high standards of service, exceeding customer expectations by providing a safe and positive airport experience.
• Assist customers at check in and gate side by reviewing and/or changing reservations, checking boarding passes, checking travel documents and identification, checking baggage, issuing baggage tags, processing payments, and directing customers 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 customer counts.
• Able to lift customer luggage up to 60lbs.
• Push wheelchairs and assist customers with mobility issues as required.
• Process missing/damaged baggage and incident reports as required.
• Groom aircraft, as required.
• Receive/accept cargo according to IATA/ISAGO rules and regulations.
• Communicate with line service employees in preparation of aircraft for flight.
• 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 through compliance.
• 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.
• An Airport Security Clearance is required as a condition of employment.
• 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.
• 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.

What Can EFC Offer?

• Competitive compensation.
• A job that keeps you active and engaged with a strong focus on safety, employee health, and wellness.
• Flight benefits with the specific airline you are assigned.
• 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.

Please visit our web site at http://www.efcaviation.ca/ for a complete description of our company and to view other career opportunities.

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