New Posting - Marquise Customer Care

OPERATIONS CENTRE AGENT (AIRPORT DISPATCH), FULL- AND PART-TIME
MARQUISE CUSTOMER CARE, VANCOUVER INTERNATIONAL AIRPORT

The Operations Centre Agent plays a key role in supporting the daily operations of YVR on a 24-hour per day basis. The OCA is responsible for all ‘day of’ operations issues, dispatching response personnel as defined in the standard operating procedures, maintaining a digital record of incidents, and gathering and researching information. The OCA will work in coordination with all YVR management and stakeholders, Marquise Concierge and other Marquise Supervisors to ensure the successful operation of YVR. This position requires weekday, weeknight and overnight shifts; flexibility is a must.



Specific Responsibilities & Duties:
o Respond to inbound calls (phone, radio, and email) for a variety of airport tenants, customers and agencies
o Act as the initial contact for a variety of agencies, such as BC Ambulance Service, Richmond Fire-Rescue and RCMP
o Record call detail and action appropriately, whether by dispatching necessary resources, escalating to Operations Management or as instructed by on-duty Operations Manager
o Provide outstanding customer service to airport tenants and customers
o Ensure all incidents are dealt with in a timely manner
o Monitor critical alarm systems, including the fire and general alarm systems
o Maintain complete and accurate records of all incidents
o Support Operations Management (terminal, airside, and groundside) as directed by on-duty staff during irregular operations
o Additional duties as required

Qualifications:
o Applicants with a minimum two years’ experience in aviation, airport operations, or complex operations centers will be strongly considered for the role
o Diploma or Certificate in Airport Operations or Certificate in Public Safety Communications considered an asset
o Proficiency with aeronautical radio communications considered an asset
o Proven ability and comprehensive working knowledge of computer systems and various software is required
o Must be able to type a minimum 50 WPM
o Must have excellent written and verbal communication skills, with an excellent command of the English language 
o Additional languages considered an asset 
o Must be available to work flexible hours including weekends, overnights, and holidays
o Must have the ability to acquire and maintain an airport RAIC and other levels of security clearance as required

Core Competencies: 
o Strong interpersonal skills and customer service focus
o Ability to effectively demonstrate tact, diplomacy, confidentiality, discretion and sound judgment
o Strong leadership skills
o Experience in a crisis management role considered an asset
o Strong organizational skills
o Strong critical thinking
o Attention to detail


If you are interested in this exciting opportunity please apply with CV and cover letter to Stefan.Lohka@compass-canada.com. While we thank all applicants for their interest in the Marquise Group, only qualified applicants will be contacted.

Marquise Group is the fastest growing facilities management company in our industry. The company was incorporated in 1993 and belongs to Compass Group Canada group of companies. Currently, we have 3,000 employees across Canada. Our company provides services in three different sectors: Facilities Management, Hospitality Services, and Customer Service. As an industry leader, we provide services to commercial buildings, airport, retail, industrial, education, and healthcare specialty facilities. Our mission is to provide service excellence to our clients and their customers.