Executive Flight Centre Group Ltd. (“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. If you require accommodation during the recruiting process, please let us know.

- Monday, Thursday, Saturday and Sunday : Description : The CSA Lead plays a vital role in supporting operational excellence by resolving customer issues, processing service requests, and maintaining a positive customer experience at all touchpoints. As a senior team member, this individual sets the standard for service quality and acts as a role model for customer service representatives.

In addition to daily responsibilities, the CSA Lead actively participates in training initiatives, contributes to team development, and sets and achieves personal performance goals. This position also serves as a brand ambassador for Executive Flight Centre,



promoting the company’s values and ensuring every customer interaction reflects professionalism, integrity, and a commitment to excellence.

Responsibilities :

- Ensure full compliance with corporate, departmental, and Occupational Health & Safety (OH&S;) policies, procedures, and regulatory requirements.
- Deliver exceptional customer service in accordance with the standards and expectations of Executive Flight Centre.
- Oversee and direct all Customer Service activities, ensuring smooth, efficient, and consistent operations.
- Lead Customer Service Agents during arrivals and departures, ensuring processes are completed accurately and efficiently.
- Act as a role model by fostering a culture of award-winning customer service, consistently exceeding customer expectations.
- Handle and resolve customer inquiries and complaints with professionalism, ensuring positive and timely resolutions.
- Manage disruptive or unruly passengers with professionalism, composure, and respect always.
- Coordinate and conduct training for Customer Service Agents on service standards, policies, procedures, products, and updates to customer care practices.
- Lead and facilitate daily safety talks communicate priorities, safety updates, and operational information.
- Communicate effectively with customers via phone, radio, and in person to assess needs and resolve issues promptly.
- Manage baggage services, including prioritization, tracking,



system input, and inter-station communication to locate and deliver baggage, ensuring full follow-through from start to finish.
- Generate flight manifests and coordinate the passenger check-in process.
- Perform check-in duties including issuing boarding passes, verifying identification and travel documents, processing baggage, and directing passengers.
- Accurately process cash and credit card transactions related to flight services.
- Verify passenger counts in coordination with aircraft crew members.
- Collaborate with line service personnel to ensure aircraft are prepared for scheduled flights.
- Uphold company uniform and grooming standards, always demonstrating professionalism.
- Maintain a clean, organized, and safe work workplace, contributing positively to a safe and efficient workplace.
- Adhere to company health, safety, and quality assurance programs and actively participate in related initiatives.
- Perform additional duties as assigned to support operational efficiency and customer satisfaction.

Qualifications and Experience :

- Minimum of 3 years’ experience working with the Altea system ; additional experience with WorldTracer is considered a strong asset.
- Previous experience in the aviation industry, preferably in customer service or leadership role, is required.
- Eligible to obtain and maintain airport security clearance.
- Excellent written and verbal communication skills, with the ability to interact professionally with customers and team members.
- Demonstrated ability to work independently with mínimal supervision in a fast-paced, dynamic environment.
- Strong analytical, organizational, and problem-solving skills, with the ability to prioritize tasks and execu

📌 Customer Service Agent Lead (Calgary)
🏢 Executive Flight Centre Group
📍 Calgary