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. Our Terrace location is seeking an experienced Customer Service Agent Lead to support our diverse operations. This is a full-time position, requiring daytime, evening, and weekday and weekend shifts, with the successful candidate working 50% of their time as a Customer Serivce Agent and the other 50% of their shifts as Customer Service Agent Lead.

The Customer Service Agent

Lead promotes Executive Flight Centre and acts as a brand ambassador, ensuring a positive experience for all customers at the Northwest Regional Airport Terrace-Kitimat. This position is responsible for operations and client relations with the Airline in the above the wing capacity in the absence of leadership.

The Customer Service Agent

Lead leads a team of Customer Service Agents to deliver excellent customer service, assisting in troubleshooting,



addressing, and resolving customer inquiries and concerns and is responsible for ensuring all agents work safely and follow proper procedures. Provide high standards of service, exceeding customer expectations by providing a safe and positive airport experience. Acts as EFC’s main terminal operations contact with the Airline, the Airport Authority, contractors, and vendors in the absence of leadership.

Assist customers at check in and gate side by reviewing and/or changing reservations, checking boarding passes, checking travel documents and identification, checking baggage, issuing baggage tags, processing payments, and directing customers to designated areas. Effectively communicate by phone, radio, or in person to provide a positive resolution to requests, grievances, or concerns. Monitor staff attendance and performance and report issues daily to leadership.

Address customer complaints professionally, leaving the customer with a positive resolution. Support the service team as required in their daily operation. Generate computer flight manifests, coordinate check-in process, and verify customer counts.

Able to lift customer luggage up to 60lbs. Push wheelchairs and assist customers with mobility issues as required. Groom aircraft, as required. Communicate with line service employees in preparation of aircraft for flight.

Adhere to uniform guidelines as prescribed under company policy.



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 through compliance.

Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives. Minimum of two years experience in customer service, preferably in the aviation industry. Previous experience in supervisor role is an asset.

An Airport Security

Clearance is required as a condition of employment. Basic computer, mathematics, trouble shooting skills and excellent attention to detail. Able to walk long distances and stand for extended periods of time. Highly motivated and able to work well with minimal supervision in a fast-paced workplace. Professional appearance and behaviour while providing superior customer service. Proficient with MS Word, Excel, etc.

First

Aid, CPR, TDG WHMIS certification and Air to Ground License an asset. Ability to work a flexible work schedule. You will be required to work shift work, as we are a 24/7 operation. Flight benefits with the specific airline you are assigned.

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. 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 for a complete description of our company and to view other career opportunities.

📌 Lead Customer Service Representative, Full or Part Time (Terrace)
🏢 Executive Flight Centre Group
📍 Terrace