Customer Service Agent Lead YYC airport

Interested in working in aviation Are you looking for a job with stability and growth opportunities If you are looking for a career with growth potential and work well in a fast-pacedteam-oriented environment we want to speak to you!

WHY WORK FOR PRIMEFLIGHT

• We are committed to being a leading provider of commercial services within the aviation industry
• Our teams focus on maintaining a positive working environment and treating all team members with respect
• With more than 200 locations across the world we offer opportunities for career progression

SUMMARY OVERVIEW

TheCustomer Service Agent Lead is responsible for supervising and leading a team of customer service agents to provide outstanding assistance to passengers and visitors. This leadership role involves ensuring smooth check-in and boarding processes addressing passenger inquiries and concerns and upholding compliance with airline policies and safety regulations. You will collaborate with various airport departments to optimize passenger services and contribute to maintaining a positive and efficient airport environment. Additionally you will play a key role in training and developing customer service agents monitoring performance and fostering a culture of excellence in customer service delivery.â

RESPONSIBILITIES

• Supervise and lead a team of customer service agents ensuring high-quality passenger serviceâ

• Train and mentor new agents in customer service protocols and airport proceduresâ

• Coordinate staff schedules and assignments toensure adequate coverage at all timesâ

• Monitor team performance and provide constructive feedback to improve service qualityâ

• Handle escalated customer issues and complaints with professionalism and tactâ

• Ensure team compliance with all airline and airport regulations and proceduresâ

• Develop strategies to enhance customer satisfaction and streamline service operationsâ

• Maintain up-to-date knowledge of flight schedules gate information and any changes in airport servicesâ

• Collaborate with other airport departments to resolve operational issues affecting customer serviceâ

• Oversee boarding processes ensuring efficient and accurate handling of passengersâ

• Manage ticketing and reservation systems processing changes and upgrades as necessaryâ

• Conduct regular briefings and meetings with the team to share updates and discuss improvementsâ

• Evaluate and recommend improvements in customer service tools and technologiesâ

• Ensure proper documentation and record-keeping for all customer service transactionsâ

• Foster a positive and inclusive work environment promoting teamwork and employee engagementâ

• ExemplifyPrimeFlightcustomer service and safety standards

• Perform any additional duties as assigned by management

QUALIFICATIONS

• 18 years of age or older

• Eligible to work inthe country of employment

• Eligibility to acquire needed credentials and clearances (RAIC)

• Communicate effectively in English (reading writing speaking)

• 1 year as a Customer Service Agent

• Ability to access and interpret information in print and electronically including theuseofelectronic devices includingIPads/Tablets Computers and Mobile Devices

• Effectively communicate with colleagues and clients both in-person and through electronic means

• Airlines are 24/7 so we need our team members to be flexible to work various shifts including nights weekends and holidays

To perform this job successfully an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment knowledge skill and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

PHYSICAL ACTIVITY/WORKING CONDITIONSMAY INCLUDE:

• Ability tolift upto 70 pounds

• Prolonged standing and walkingin an indoor/outdoor environmentas applicable

• May needto reach witharms and grasp withhands

• May needto push pull

• May need tobend stretch squat kneel

• Exposure to moderate and at times high noise levels

• Be able to hear and respond to the spoken voice and to audible alarms

• Tasks may involve repetitive motions of thearmswrists hands and/or fingers

• Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision ability to judge distances and spatialrelationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)ââ

The pay rate listed on this post is what the company reasonably expects to pay for this position. However individual compensation may vary based on factors including qualifications skills competencies education and experience.

PrimeFlightAviation Services proudâto be anequal-opportunityemployer. All applicants and employees are considered and evaluated for positions atPrimeFlightAviation Service regard to race ethnicity religion color sex gender gender identity or expression sexual orientation national origin ancestry uniform service member and veteran status marital status pregnancy age protected medical condition genetic information disability or any other protected status in accordance with all applicable federal state/province and local laws.

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Required Experience:

Unclear Seniority