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 Albian location is seeking an experienced Customer Service Agent Lead to support our diverse operations. This is a temporary 6-month contract position, with an expected end date of December 1, 2026.

Description:
The Customer Service Agent (“CSA”) Lead is responsible for overseeing all passenger and baggage handling activities and for handling customer complaints. The CSA Lead reports to the Aerodrome Manager and supervises the CSAs and Luggage Agents.

Responsibilities:
•    Schedule, direct, and organize day to day operations for CSAs and Luggage Agents.
•    Oversee and perform passenger handling and customer service responsibilities including:
•    Generate computer flight manifests and coordinate check-in process;
•    Verify passenger counts;
•    Complete check in process, baggage and direct passenger handling as assigned;
•    Process missing/damaged baggage and incident reports as required;
•    Communicate with Aerodrome employees in the preparation of aircraft for flight; 
•    Book flights and accommodations for Aerodrome employees and approved representatives;
•    Assist with housekeeping and light field maintenance duties; and
•    Liaise with CNRL regarding delayed flights and passenger issues, as well as with applicable ground transportation companies.
•    Perform all ramp and luggage duties as required.
•    Ensure compliance with all legislative, industry and customer standards including Transport Canada, Canada Labour Code, Occupational Health and Safety and CNRL’s safety and site regulations.
•    Ensure CSAs and Luggage Agents follow EFC customer service and safety policies and procedures.
•    Complete Aerodrome reports and daily flight schedules; advise appropriate parties of flight details.
•    Effectively manage tasks and establish plans during irregular operation periods. 
•    Ensure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
•    Function as Transportation Coordinator on weekends, holidays and as needed for vacation or other relief.
•    In conjunction with the Aerodrome Manager, review and approve time off requests ensuring adequate staffing levels. Maintain records and ensure time off is reported to payroll.
•    Prepare and approve timesheets for payroll per bi-weekly reporting requirements.
•    Build team commitment to high standards of service, exceeding customer expectations and leading by example.
•    Assist with the promotion, coaching and performance management of Customer Service Team. 
•    Provide services after hours on an on-call/as-needed basis.
•    General support activities related to Aerodrome Operations.
•    Facilitate accounting and payroll processes for Aerodrome operations.
•    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 EFC’s Health, Safety & Environment and Quality programs and initiatives.
•    Perform any other duties as required.

Qualifications and Experience: 
•    Post-secondary education in Aviation or administration field is preferred.
•    Minimum of two years’ experience as Customer Service Agent or in Customer Service, preferably in the aviation industry.
•    Demonstrated supervisory/leadership experience is preferred.
•    Valid class 5 driver’s license and clean Driver’s Abstract. No restrictions permitted.
•    Able to meet all required pre-employment and site access screening including, but not limited to, Common Safety Orientation (CSO), Site Safety Orientation and Drug & Alcohol test.
•    EFC and CNRL required theoretical and practical training (i.e. WHIMS, DG Passenger, etc.)
•    EFC on the job training for Passenger Handling policies, procedures and practices. 
•    Proficiency in Microsoft Office products, including Word, PowerPoint and Excel, plus demonstrated ability to learn new systems.
•    Knowledge and experience with flight reservation software, including ability to make individual and group travel reservations, is preferred.
•    Able to effectively communicate both verbally and in writing.
•    Able to deal with individuals sensitively, tactfully, diplomatically, and professionally at all times, including demonstrated customer service and troubleshooting skills.
•    Highly motivated and able to work well independently with minimal supervision in a fast-paced environment.
•    Able to multi-task and establish priorities in a dynamic and changing environment.
•    Must maintain a professional appearance and mannerisms at all times.
•    Able to work collaboratively as a productive member of the EFC Team.
(brief description of the role including what role the position reports into)

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 minimal premiums. 
•    Group Retirement Plan including Deferred Profit-Sharing Plan (DPSP) and 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.

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.

INDALL