Customer Service Agent Lead - YYC Airport

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-paced, team-oriented environment, we want to speak to you!

The Customer 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.

Responsibilities include supervising and leading a team of customer service agents, training and mentoring new agents in customer service protocols and airport procedures, coordinating staff schedules and assignments, monitoring team performance, handling escalated customer issues and complaints, ensuring team compliance with all airline and airport regulations and procedures, developing strategies to enhance customer satisfaction and streamline service operations, maintaining up-to-date knowledge of flight schedules, gate information, and any changes in airport services, collaborating with other airport departments to resolve operational issues affecting customer service, overseeing boarding processes, managing ticketing and reservation systems, conducting regular briefings and meetings with the team, evaluating and recommending improvements in customer service tools and technologies, ensuring proper documentation and record-keeping for all customer service transactions, fostering a positive and inclusive work environment, promoting teamwork and employee engagement, exemplifying PrimeFlight customer service and safety standards, and performing any additional duties as assigned by management.

Qualifications include being 18 years of age or older, eligible to work in the country of employment, eligible to acquire needed credentials and clearances, communicating effectively in English, having 1 year as a Customer Service Agent, ability to access and interpret information in print and electronically, effectively communicating with colleagues and clients, and being flexible to work various shifts including nights, weekends, and holidays.

Physical activity/working conditions may include ability to lift up to 70 pounds, prolonged standing and walking in an indoor/outdoor environment as applicable, reaching with arms and grasping with hands, pushing, pulling, bending, stretching, squatting, kneeling, exposure to moderate and at times high noise levels, being able to hear and respond to the spoken voice and to audible alarms, tasks involving repetitive motions of the arms, wrists, hands and/or fingers, and specific vision abilities required for this job.

PrimeFlight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. without 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.