Customer Service YEG - Customer Service Agent

Flightcraft; Edmonton; On-site; CAD 32,000 - 52,000; Full time

Job summary

Flightcraft is seeking a Customer Service Agent – ATW to support passengers and corporate clients in Alberta. You will answer phones and emails, process reservations, handle baggage and on-board duties, and work under the Owner/Operator, Shift Lead, and Manager guidance.

You must have RAIC eligibility, strong English communication, and flexibility for outdoor work and shift rotations. A positive, team-oriented approach and ability to adapt to aviation demands are essential.

Qualifications

• Must be able to apply and secure RAIC.
• Ability to speak, write, and understand English.
• Must be excellent team player and work well in shifts.

Responsibilities

• Provide quality customer service to passengers, travel agencies, corporate customers, and other groups.
• Answer phones and emails, provide fare and schedule information, and create reservations.
• Handle payments, prepare cash reports, and assist with baggage issues as required.
• Greet flights, make boarding announcements, and manage on‑board related tasks.
• Process and support catering, load supplies, and prepare shift reports for Supervisors.

Skills

RAIC clearance

English proficiency

Team player

Flexible shifts

Outdoor work

Job description

CUSTOMER SERVICE AGENT – ATW

Customer Service Agent’s (CSA’s) work under the direction of the Owner/Operator, Shift Lead, and the Manager (ATW) and/or Supervisors to ensure passengers and customers are handled according to specific company policies and procedures. They are 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, company procedures, safety, and teamwork are key components to be a successful agent. They must possess solid verbal and written communication skills, be energetic, outgoing, understanding and accepting of change. They must also be flexible and able to deal with the adapting nature of aviation.

Duties and Responsibilities:

• Provide quality customer service to a variety of customers, including travelling passengers, travel agencies, corporate customers, and other internal and external groups.
• Answer phones/emails, give out fare and schedule info, take and create reservations, etc.
• File, take electronic payments, and prepare cash reports.
• Greet flights, make announcements (boarding calls, page passengers).
• Work through flight IROP’s as required.
• Work through flight baggage issues as required.
• Assist with baggage handling (bag jams/bag room congestions) and deliveries as required.
• Perform Turn, RON, and Ad-Hoc flight requirements as needed.
• Provide cabin cleaning as needed, per carrier specifications.
• Load catering/commissary/ice as required.
• Brew and load coffee, hot water jugs as required.
• Assist with on-boarding catering requirements.
• Provide daily or shift reports to Supervisors and/or Manager.
• Other duties as assigned by Management.

Qualifications and Requirements:

• Must be able to apply and secure RAIC
• Ability to speak, write, and understand the English language.
• Must have excellent team player competencies.
• Must be able to work with minimal supervision, and/or in a team environment working varied and/or split shifts.
• Must be willing to adapt to the changing nature of aviation.
• Must be willing to work outdoors in all weather conditions.