Introduction The Customer Service Agent 1 (CSA1) position includes a probationary period lasting a minimum of six months. During this time, successful applicants will dedicate an average of 40 hours per week to training and performing their duties.

Basic Function The primary responsibility of a Customer Service Agent 1 is to handle incoming phone calls, book flights and seats, and carry out basic dispatch duties for McMurray Aviation. CSA1s are also expected to provide excellent customer service and assist with administrative tasks as directed by management.

Core Duties:

Duties include but are not limited to...

- Answering Phone Calls: Efficiently handle incoming calls from customers, addressing inquiries, and providing information about flight availability, schedules, and services.
- Booking Flights and Seats: Utilize the booking system to reserve flights, seats, and process reservations accurately.
- Dispatch Operations: Perform basic dispatch duties, including coordinating flight schedules, communicating with pilots, and ensuring the safe and timely departure of aircraft.
- Customer Service: Deliver exceptional customer service by assisting passengers with check-in, boarding, and resolving customer inquiries and issues.
- Administrative Support: Assist with administrative tasks as directed by management, including data entry, filing, and document management.
- Program Utilization: Receive training and proficiently use software programs such as Skyline for booking, GFO for dispatch, and Quickbooks for creating sales receipts.
- Handling Payments: Collect payments for bookings, process transactions accurately,



and maintain financial records.
- Flight Documentation: Ensure all necessary flight documentation, including passenger manifests and cargo information, is accurately prepared and maintained.
- Flight Coordination: Collaborate with flight crews, ground staff, and other departments to ensure smooth flight operations, including boarding and disembarking passengers and handling special requests.
- Emergency Response: Be prepared to assist in emergency situations, following established procedures and prioritizing passenger safety.
- Compliance: Adhere to all aviation regulations, safety protocols, and company policies, contributing to a safe and secure work environment.
- Customer Feedback: Gather and record customer feedback and suggestions to help improve the overall customer experience.
- Team Collaboration: Work closely with colleagues to maintain a cohesive and efficient work environment.
- Training: Stay updated with company policies, procedures, and industry developments through ongoing training and professional development.
- Flexibility: Adapt to changing work schedules and responsibilities as required in a agile aviation workplace.

Qualifications To be eligible for this position,



applicants must meet the following criteria:

- Possess a High School Diploma or equivalent.
- Demonstrate proficiency in computer skills, including Microsoft Office, with a focus on Excel.
- Preferred qualifications include having an Office/Business Administration Certificate or experience in a fast-paced customer service role.
- Having a pilot's license or a strong interest in aviation is also preferred.

Programs Used The applicant will be using/taught how to use the following programs:

- Skyline: A remote server-based program used for our Fort Chipewyan scheduled flights. This program is used to book seats, receive freight and print waybills, and manifest our passengers.
- Flight Scheduler Pro: Used to dispatch, and schedule aircraft for pilot purposes. (ex. Flight training, chartered flights, etc.)
- Quickbooks: Used to make sales receipts for flights/training not used by Skyline.

Work Environment

McMurray Aviation is a very fast-paced industry. The applicant must be able to adapt to sudden changes, make fast decisions, and remain calm and pleasant. Most of the time your shift will take place in an office environment but may be required to help receive freight on occasion.

Job Types: Permanent, Full-time

Pay: From $41,600.00 per year

Benefits

- Casual dress
- Flexible schedule
- On-site parking

Education:
- Secondary School (preferred)

Experience:
- customer service: 1 year (preferred)
- Microsoft Excel: 1 year (preferred)
- QuickBooks: 1 year (preferred)

Work Location: In person

📌 Customer Service Agent / Dispatch Agent (Fort McMurray)
🏢 McMurray Aviation
📍 Fort McMurray