Customer Service Agent - Lead

Resource Area for Teaching; Edmonton; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading aviation service provider in Edmonton is looking for a Customer Service Shift Lead to oversee operations. The successful candidate will provide exceptional leadership and customer service, manage a team, and ensure smooth airport operations. Key requirements include a valid RAIC, previous CSA experience, and proficiency in Microsoft and Google services. Flexibility and excellent communication skills are essential for this dynamic environment.

Qualifications

• Valid RAIC required.
• Previous CSA experience is necessary.
• Solid knowledge of aviation terminology.
• Ability to manage a team of three to eight people.

Responsibilities

• Provide leadership and quality customer service.
• Answer phones and emails, provide fare information.
• Perform check-in duties and act as a replacement agent.
• Greet flights and make announcements.

Skills

Customer service

Leadership

Team coordination

Communication

Problem-solving

Tools

Microsoft Office Suite

Google Suite

Job description

CUSTOMER SERVICE SHIFT LEAD – ATW

ATW Shift Leads work under the direction of the ATW Manager, Supervisors, and Owner to ensure staff, passengers, and customers are handled according to specific company policies and procedures. They are a part of the overall Flightcraft Family. They will support and work alongside all areas of the company and foster the team atmosphere of Flightcraft. Quality customer service, attention to detail, adherence to company procedures, safety, and teamwork are key components of a CSA Shift Lead. They must possess solid leadership, verbal, and written communication skills, be energetic, outgoing, understanding, and accepting of change. Flexibility and the ability to adapt to the dynamic nature of aviation are essential.

Duties and Responsibilities

• Provide leadership and quality customer service to staff and a variety of customers including traveling passengers, travel agencies, corporate clients, and other internal and external groups.
• Answer phones and emails, provide fare and schedule information, and handle reservations.
• Perform check-in duties and act as a replacement agent when required.
• File documents, handle cash, and prepare and finalize cash reports.
• Greet flights and make announcements such as boarding calls and passenger pages.
• Update internal operational requirements, including station audits, weight and balance, FIDS / GIDS, and other airline-specific procedures.
• Act as a liaison between air carriers, passengers, and Flightcraft, including baggage handling.
• Notify management of no-shows, late team members, and productivity issues.
• Manage IROP situations, station delays, and airline actions.
• Coordinate flight IROP responses and baggage issues as needed.
• Assist with baggage handling, including jams and congestion, and deliveries.
• Perform Turn, RON, and Ad-Hoc flight requirements as necessary.
• Provide cabin cleaning per carrier specifications.
• Operate jetways according to airline policies.
• Work with Station Trainer and Training Officers to ensure compliance with all regulatory and carrier-specific requirements.
• Mentor team members and ensure seamless training application.
• Delegate tasks to team members as needed.
• Coordinate with BTW Shift Leads and carriers as required.
• Manage inventory control according to carrier requirements.
• Support ATW Supervisors, Manager, and / or Owner as needed.
• Perform other duties as assigned by management.

Qualifications and Requirements

• Must hold a valid RAIC.
• Previous CSA experience is required.
• Solid knowledge of aviation terminology, abbreviations, and verbiage.
• Proficiency in Microsoft Office Suite, Windows, Google Suite, and general computer skills.
• Excellent keyboarding skills are essential.
• Ability to manage a team of three to eight people.
• Excellent in-person customer service skills.
• Ability to de-escalate confrontational situations with guests / passengers.
• Ability to work independently and in team environments, including varied and split shifts, overtime, and holidays.