Customer Service Representative

LV Aero, LLC; Calgary; On-site; CAD 42,000 - 62,000; Full time

Job summary

Skyservice Airport Services in Calgary seeks a customer service professional to deliver courteous, discreet support to arriving and departing passengers. You will use ground/air Unicoms, coordinate with line crew and concierge, and ensure smooth operations at the FBO.

This role requires two years in customer service, strong organization, the NATO phonetic alphabet, and the ability to work under pressure across weekend and holiday shifts.

Qualifications

• Two years’ experience in a customer service environment.
• Ability to deliver courteous, discreet, efficient, professional service.
• Knowledge of the NATO phonetic alphabet.
• Proactive, sees and understands the customers’ needs.
• Strong organizational skills and resourcefulness.
• Ability to work under pressure in a fast paced environment.
• Willingness to work varied shifts, including weekends and holidays.
• Proficient with Microsoft Office products.

Responsibilities

• Provide high standards of service to customers in accordance with Skyservice philosophy.
• Communicate via ground/air Unicoms and radios.
• Maintain clear and concise communications between linecrew and concierge; coordinate with courtesy van drivers.
• Maintain, monitor, and update the system and advise Line Service Crew accordingly.
• Remain vigilant with security protocols and situational awareness.
• Coordinate fueling, catering, car rental, hotel bookings and reservations.
• Answer the general number phone lines and forward calls to the appropriate person.
• Ensure that all areas of the FBO are clean at all times.
• Take customer and flight crew orders for goods or services; promote goods or services; respond to enquiries and emergencies; investigate complaints and update accounts.
• Any other duties as assigned.

Skills

Customer service

NATO phonetic alphabet

Proactive

Organizational skills

Work under pressure

Teamwork

Discreet service

Education

Post-secondary education asset

Tools

Microsoft Office

Job description

SUMMARY OF RESPONSIBILITIES

• Provide high standards of service to customers in accordance with the Skyservice philosophy, ensure efficient and courteous arrivals and departures of customers;
• Communicate via ground/air Unicoms and radios;
• Maintain clear and concise communications between linecrew and concierge; ensure proper coordination with the courtesy van drivers;
• Maintain, monitor, and update the system and advise Line Service Crew accordingly;
• Remain vigilant with security protocols and situational awareness;
• Ensure communication and coordination between customers, line service, and staff;
• Coordinate fueling, catering, car rental, hotel booking and reservations;
• Answer the general number phone lines and forward the calls to the appropriate person;
• Ensure that all areas of the FBO are clean at all times;
• Ensure coffee, condiments, and snacks are restocked regularly;
• T ake customer and flight crew orders for goods or services; promote goods or services; respond to enquiries and emergencies; investigate complaints and update accounts;
• Any other duties as assigned.

QUALIFICATIONS AND SKILLS REQUIRED

• Two years’ experience in a customer service environment;
• Ability to deliver service that is courteous, discreet, efficient, professional;
• Knowledge of the standard NATO phonetic alphabet;
• Proactive, sees and understand the customers’ needs;
• Strong organizational skills, resourceful;
• Ability to work under pressure in a fast paced environment;
• Ability to provide positive attitude while working in a group;
• Working knowledge of Microsoft Office Products
• Available to work on different shifts, including weekends and statutory holidays.

EDUCATION

• Post-secondary education is an asset.

Skyservice is an equal opportunity employer and welcomes applications from all interested parties.