Customer Service Agent Lead

Job summary

The Customer Service Agent Lead is responsible for providing hands-on leadership to the team, ensuring a stellar guest experience, and maintaining safety standards during flight operations. They will also mentor staff, assist with escalated passenger complaints, and manage boarding procedures according to airline policies.

Job details

Are you a leader who's completely focused on helping your team be successful? Do you have deep airline experience that makes you a subject matter expert on airline processes and providing exemplary customer service? Come join our team! This person would be reporting to the Station Manager at the Abbotsford International Airport (YXX). They would be responsible for hands on flight leadership; providing a stellar example to the Customer Service Agents, create a fantastic guest experience for travelers, and ensure the safety and success of their flight. We are looking for a positive, driven individual who is looking to take on a more leadership role, mentoring and coaching the team. What do we offer? Executive Aviation is proud to have very progressive wage ranges with lots of earning potential. The range of salary for this position is $20.75-$23.75/hour. We offer comprehensive Health benefits for all part- and full-time team members. We also have fantastic flight benefits with the airlines that we support. We want to see you grow and reach your goals! The sky's the limit with Executive Aviation. Responsibilities Participate in any airline train-the-trainer training, if required Greet passengers Follow airline specific check-in policies and procedures Provide pre-flight first class or priority seating grooming for the flight Manage passenger boarding as per airline procedures Understand flight document requirements and carry-on allowances Work positively with airline crew Audit flights when necessary Assist Customer Service Agents with escalated passenger complaints in a courteous manner Supervise the team of Customer Service Agents when needed Assist with in-flight paperwork when needed Other duties as assigned Qualifications 2 years’ experience in current role; additional increases in responsibilities during this time is considered an asset A RAIC/ Security Clearance pass Strong customer service skills Great attention to detail Previous airline Customer Service experience considered an asset

What you’ll do

The Customer Service Agent Lead is responsible for providing hands-on leadership to the team, ensuring a stellar guest experience, and maintaining safety standards during flight operations. They will also mentor staff, assist with escalated passenger complaints, and manage boarding procedures according to airline policies.

Requirements

Candidates must have at least 2 years of experience in a relevant role and possess a valid RAIC/Security Clearance pass. Previous airline customer service experience is considered an asset for this position.

Benefits

• Health benefits • Flight benefits

Listed skills

• Customer service · Preferred
• Leadership · Preferred
• Attention to detail · Preferred
• Safety Compliance · Preferred
• Communication · Preferred
• Coaching · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Customer service
• Mentoring
• Coaching
• Airline processes
• Flight leadership
• Safety compliance
• Conflict resolution
• Attention to detail
• Communication
• Train The Trainer
• Auditing
• Customer Service
• Mentorship
• Security Clearance
• Detail Oriented

Job areas

• Customer Service & Support
• Management & Leadership
• Transportation
• Security & Safety
• Customer Service Agent
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives