Lead Customer Service Agent - YXJ

Strategic Aviation

July 19, 2021



Job Type

No experience required


British Columbia


Come join the exciting world of aviation!! Established in 2006, our company provides multi-functional aviation services offering passenger, cargo and ground support with a focus on safety and quality. For us, success lies in delivering peace of mind to our customers, and we are passionate about ensuring their needs are met – on time, every time.

Do you have an interest in the Aviation industry? We are searching for individuals who are team players and eager!

The Lead Customer Service Agent assists in communicating policies and procedures within their operation. They assist with directing and coordinating activities to provide a safe environment for employees while maintaining fast and efficient services. This position requires working in a fast paced environment with time constraints to meet arrival and departure goals. A professional and positive image must be consistently displayed by the employee. “Lead by Example” concept is strongly promoted.

  • Leads must report to work on a regular and timely basis; report directly to the supervisor or manager on shift.
  • Relay instructions from Operations to all customer service agents.
  • Actively participates in the Safety Management System (SMS)
  • Performs all functions of a customer service agent, as needed.
  • Ensure employees are in compliance with uniform, appearance, and personnel protective equipment policies (uniform cleanliness, jewelry, professional appearance, etc.)
  • Works in conjunction with customer service team and remains within the footprint of each assigned flight to oversee the safe and timely operation.

Key Responsibilities

  • Ensure the health and safety of all workers
  • Be knowledgeable about the Act, Regulations, and Guidelines
  • Know work processes, the hazards involved and effective control measures for the hazards
  • Ensure workers are made aware of all hazards known or reasonably foreseeable
  • Ensure workers comply with the Act, the Regulations, etc.
  • Provide/verify workers’ training before undertaking new tasks
  • Verify that workers’ performance meets expectations for safety
  • Actively seek out emerging hazards
  • Correct improper work activities and conditions
  • Positively reinforce safe/proper work performance
  • Coordination and oversight of aircraft turnaround activities
  • Ensure that processes are delivered within SLA standards and compliance limits while adhering to safety requirements
  • Responsible for the safety and security of all employee

Job Duties

  • Conduct briefings on pre-arrival/departure for each flight; ensure check in counters are set up before check in opens, and prepare gate and arrival paperwork
  • Delegate daily flight responsibilities among customer service team members, and assign each CSA their tasks, and ensure the completion of such tasks
  • Ensure staff are aware and briefed on new policies, procedures, processes, etc. that are issued by the airlines and company
  • Verify cash floats at the beginning and end of each shift for the assigned flight(s)
  • Abide by and ensure integrity of all airline and company policies and procedures
  • Ensure documentation is clear, appropriate, and frequent enough to show a systematic approach
  • Coach, mentor, and train new staff upon completion of classroom and online training through On-the-Job training
  • Take responsibility for the Lead role, and represent the company and the airline client being handled
  • Maintain communication with the Operations Manager and ensure they are notified of any changes to the situation
  • Ensure proper first aid procedures are administered to injured staff and correct reporting procedures are carried out
  • Intelex (Safety Management System – SMS) must be generated and sent out within 3 hours of occurrence
  • Participate in required meetings providing input and recommendations
  • Perform other customer service duties as required
  • Maintain Quality Assurance oversight for operational issues relating to output and safety, providing suitable corrective and/or preventative actions where necessary
  • Ensure staff have access to the Quality Management System information in enabling them to comply with company policies, processes and procedures
  • Ensure employees are adequately trained in Quality Assurance to understand, implement, and maintain all quality objectives as outlined within our Quality Management System.
  • Cooperate fully with Inspectors to achieve quality inspection commitment

We offer flight passes for all of our employees through Westjet even if they work Part-time.



  • Must possess a High School Diploma or equivalent
  • Must be at least 18 years of age
  • Worked as a CSA for at least three (3) months
  • Be legally entitled to work in Canada
  • Ability to work on a permanent basis in Canada
  • Must be able to obtain airport security clearance which includes an extensive check of your last 5 years of employment, criminal record, and residence history
  • Ability to communicate with customers and fellow employees and serve as a team player under all types of conditions providing leadership
  • Ability to perform basic math calculations with time constraints and have attention to detail to ensure optimal accuracy for load plans
  • Must successfully complete airline specific training programs and recertification
  • Perform required airline and company audits upon request
  • Computer skills required
  • Must be able to lift up to 23 kg if required
  • Must be able to stand, lift, bend, for extended periods
  • Must be willing to work with operational noise levels and within the busy airport environment
  • Must be flexible to work various shifts, weekends, or irregular shifts and required to stay if the operation is delayed or late

Core Competencies

  • Able to work efficiently as part of a team, as well as, independently
  • Successfully multitask and handle changing priorities, while maintaining attention to detail
  • Must have excellent analytical skills, including the ability to meet multiple deadlines
  • Work well under pressure
  • Confident, consistent, decisive personality
  • Excellent communication skills in English (oral and written)
  • Customer and quality awareness focused
  • Able to deal with people sensitively, tactfully, diplomatically, and professional at all times
  • Strong work ethic and positive team attitude

How to Apply

Please Apply: https://can60.dayforcehcm.com/CandidatePortal/en-US/saholdings/Site/CANDIDATEPORTAL/Posting/View/543

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