New Posting - YVR

The Vancouver Airport Authority has a full-time, acting assignment/term opportunity (to February 2013) for a Contract Services Representative in the Customer Care Department. Reporting to the Manager, Customer Care - Guest Relations, the successful candidate will ensure that service contracts are providing safe, professional, prompt, effective and consistently high levels of service.

Key responsibilities include:
• Overseeing day-to-day operations of key service contracts
• Monitoring service contract performance and KPIs to ensure high quality assurance levels are being maintained
• Assisting in the management of the budget, and reviewing and approving service contract invoices
• Providing support and liaising between customer care contractor, Green Coats and Operations Centre
• Assisting with the development and promotion of the customer care program and strategies to enhance the customer, partner and volunteer experience

Key qualifications include:
• Experience in front-line customer service with a solid understanding of customer needs
• Proven understanding of airport operations in the areas of passenger processing, terminal operations, airside operations, aviation security and public safety
• Sound knowledge of the Green Coat Volunteer Program
• Demonstrated knowledge of the Airport Authority’s customer care initiatives
• Strong communication skills, both oral and written, in order to deliver key messaging to internal and external partners through various means (e.g., social media, bulletins, Green Coat website, etc.)
• Strong interpersonal skills with the ability to deal effectively with both internal and external customers, including the ability to resolve conflicts
• Solid understanding of budget tracking and change orders
• Effective problem solving and decision making skills; ability to take control of situations and exercise sound judgment in formulating quick decisions
• Exceptional organizational skills with an attention to detail
• Ability to plan and execute tactical plans
• Ability to multitask and have the flexibility to support multiple teams
• Proficiency with MS Office Suite with proven skills in MS Word and Excel, as well as Word Press

We are committed to employment equity and welcome applications from everyone, including women, aboriginal peoples, persons with disabilities and members of visible minorities.

Please forward a resume and covering letter, quoting reference no. 12-07-12 in your cover letter using our online application system at www.yvr.ca (direct link: http://www.yvr.ca/en/about/careers.aspx ).

Application deadline: March 19, 2012