Customer Service Agent

Customer Service Agent

Reporting to the Base Manager, the Customer Service Agent serves as the main point of contact for Blackcomb Helicopters - A Division of Summit Helicopters customers, providing exceptional service in person, by phone, and via email. This role manages the full customer journey including reservations, check in, payment processing, waiver completion, and safety briefings while coordinating sightseeing and charter bookings. The Customer Service Agent also maintains the flight calendar and online booking system, supports daily operations through flight-following and coordination, and plays an essential role in ensuring efficient base operations, guest safety, and a positive customer experience.

Summit Helicopters delivers remote helicopter aviation solutions in Western and Northern Canada with one of the largest and most diverse fleets in the industry. Our crew is highly experienced in Western and Northern operations. We are a one-stop solution when it comes to safe and reliable aviation support. We have the knowledge, experience, and equipment necessary to pair the right aircraft to the task.

Essential Responsibilities

• Greet and assist customers in person, by phone, and via email with professionalism and enthusiasm.
• Provide accurate information on tour packages, charter flights, pricing, schedules, and safety procedures.
• Process reservations, changes, and cancellations to ensure a smooth customer experience.
• Coordinate guest check-in by verifying identification and administering required waivers.
• Support safe passenger boarding and communicate effectively with pilots and ground crew.
• Maintain accurate schedules and ensure all booking information is up to date across systems.
• Apply check-in and safety protocols consistently to uphold safety standards.
• Perform flight-following duties and manage radio communications to support daily operations.
• Coordinate with the operations team to assist with daily workflow and administrative needs.
• Support safe and compliant flight activities through routine administrative tasks.
• Manage the online booking platform and third-party reservation channels to keep information accurate and current.
• Maintain organized booking records and ensure consistent data flow between systems.

Qualifications

• Minimum two years of office or administrative experience.
• Proficiency with a range of computer programs, including the Microsoft Office Suite.
• Strong interpersonal skills with a commitment to delivering superior customer service.
• Ability to multitask effectively and shift focus quickly in a fast-paced environment.
• Ability to work independently with minimal supervision while maintaining high accuracy and professionalism

Work Conditions

• Full-time, on-site position based in Whistler, BC and the candidate must be willing to relocate.
• This position requires weekend coverage.
• This position offers a 9 day, 80 hour work cycle.