Customer Service Agent Lead

Job Description:

Position SummaryReporting to the Base Manager, the Lead Customer Service Agent is responsible for making informed decisions without compromising policies/procedures. This individual will demonstrate strong interpersonal and communication skills, enabling them to positively interact and work closely with YWG Aircraft Load Coordinator, Commercial Operations, Flight Crews and Operations staff while providing leadership to Customer Service Agents and ensuring that all applicable departments are promptly informed of flight delays and/or closed flights.Personal CharacteristicsHighly flexible, with the ability to respond quickly in a dynamic environmentProfessional and respectful, with a positive work attitudeTimely with a high level of commitment to on-time performance is essentialMotivated with the ability to work independently and as part of a teamEffective verbal and written communication skillsHigh level of respect, understanding and regard for First Nations communitiesAble to think critically and act logically to evaluate situations and provide sound judgmentAble to build and maintain lasting relationships with all departments, business partners and customersStrong leadership and supervisory skillsSuperior time management skills, multitasking skills and the ability to prioritize tasksHigh level of integrity, confidentiality and accountabilityStrong problem solving and analytical skillsAble to effectively train and develop personnel within their departmentWilling to take initiative to make personal and organizational improvementsAble to handle stressful situations in a calm and effective mannerCustomer service oriented with a commitment to exceptional serviceKey Responsibilities and AccountabilitiesCoordinate and prepare passenger manifest for scheduled flights and chartersLoad/offload excess baggage in airline software as necessary, ensuring full accuracy at all timesEnsure that ALC, baggage staff and check-in staff are aware of any passenger/ baggage changes on a flightCoordinate the baggage claim process with check-in staff and baggage staffCheck passengers in for flights when neededCross-trained in Call Centre when neededCall and board flightsEnsure that passenger loads are correct as per the manifestProvide positive teamwork and ongoing supportEnsure that all applicable paperwork is attached to the manifest (signed medical boarding passes)Dispatch outbound manifests to stations in a prompt mannerInform passengers of any cancellations or delays to their flightsProvide customers with meals and/or accommodations when applicable and coordinate with Commercial Operations as neededPossess the ability to make informed decisions without compromising internal policies/proceduresProvide coverage and support optimal levels of service by following the schedule of day-to-day duties/tasks and breaks/lunch assigned by Supervisor and/or ManagerDemonstrate understanding and knowledge of department policies/procedures as they relate to internal control and risk, ensuring that they are applied on a consistent and ongoing basisActively participate in the Company’s Safety Management SystemPerform additional duties as assigned

Job Ident #: 255

Company Details

Perimeter Aviation

626 Ferry Road
Winnipeg, Manitoba R3H 0T7 Canada
www.perimeter.ca

Established in 1960 and based in Winnipeg and Thompson Manitoba, Perimeter Aviation LP has grown into a diversified airline company with more than 500+ employees, operating a fleet of 30 + aircraft in a scheduled air service to Manitoba and North Western...

Benefits:
Please inquire

Supported Manufacturers:
Bombardier, Fairchild

Supported Models:
Bombardier: Das 8 300, Dash 8 100 Fairchild: Metro III, Metro II, Merlin, Cargo Freighter

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Job Info

Location

Winnipeg, Manitoba, Canada

Type

Permanent

Company Details

Perimeter Aviation

626 Ferry Road
Winnipeg, Manitoba R3H 0T7 Canada
www.perimeter.ca