New Posting - Vancouver Airport Authority

Customer Relations Representative (2-year Term) - Customer Care Department
Vancouver Airport Authority - Vancouver, BC

The Vancouver Airport Authority has a full-time, term opportunity (2 years effective March 2015) for a Customer Relations Representative in the Customer Care Department. Reporting to the Manager, Customer Care - Guest Relations, the successful candidate will be responsible for managing and overseeing the customer relations feedback process along with our VIP/special event/filming planning and coordination. Key responsibilities include:  Reviewing daily entries made into the YVR corporate system and conducting daily/monthly reporting to internal departments and quarterly reporting to senior management Conducting statistical analysis including trending analysis and data inferences to improve the overall customer experience at YVR Responding to customer comment cards, emails, letters, social media responses, in-person communications and phone calls in a timely manner which may include working with other departments and investigating specific events to determine an appropriate response and resolution Ensuring that Official Languages Act requirements are being met by the Airport Authority and its tenants Producing customer care publications from concept to end product Overseeing the upkeep of common-use chairs, children’s play areas, seasonal displays, accessibility services and family programs, including any necessary capital requests Maintaining and updating Customer Service Manuals and/or Standard Operating Procedures Assisting in providing orientation tours for external organizations Planning and coordinating special events and seasonal programs Planning and coordinating dignitary meet and greet services Planning and coordinating YVR film requests Participating in irregular operations Key qualifications include:  Completion of high school; bachelor’s degree or other post-secondary education is preferred Knowledge of the French language is desirable Exceptional computer skills, especially MS Excel, Publisher, PowerPoint and Access, as well as, Oracle and Maximo; ability to design content for brochures and website for customer care programs Familiarity with the Official Languages Act Passion for the customer experience and related work experience in customer relations and customer service Solid understanding of airport processes and services (e.g., US Customs and Immigration, Canada Customs, facility, airline industry, accessibility, etc.) Strong organization skills and attention to detail Proven conflict resolution skills Ability to deal effectively with both internal and external customers Professional writing experience and strong communication skills, both written and oral Investigative skills in order to deal with customer complaints and resolve customer service issues This position is open to both Vancouver Airport Authority employees and external candidates. Previous job performance will be taken into consideration for all candidates that apply for this position. We are committed to employment equity and welcome applications from everyone, including women, aboriginal peoples, persons with disabilities and members of visible minorities.  Vancouver Airport Authority