New Posting - Porter Airlines

Manager, Customer Relations
Porter Airlines Inc.  

 - Toronto, ON

FUNCTION: The Manager, Customer Relations is responsible for Porter’s Customer Relations, service recovery and customer retention strategy. The role is also responsible for using customer data to establish process improvement and develop best-in-class practices in operations management by collaborating with customer service and operations teams to help continuously improve Porter’s overall service and customer satisfaction. The Manager, Customer Relations leads a team of Customer Care Advocates responsible for all customer relations and service recovery activities including issue intake, tracking, dispute research, issue resolution, documentation, reporting and passenger communications. The manager oversees effective case workflow distribution, overall Advocate responsiveness and service levels, and effective and timely dispute resolution to deliver superior post-travel customer service. This role also provides service recovery assistance to customers via social media channels. Throughout all passenger interactions via incoming channels (social media, phone, email, web or in person) the manager represents the office of the President and provides exceptional, best-in-class customer service according to our Flying Refined standards and the Porter brand. The manager is a key organizational leader who emulates Porter’s standards of service. This role mentors the team to continuously provide outstanding customer service in a professional manner with a focus on building passenger loyalty and retention. DUTIES AND RESPONSIBILITIES:  Manages issue workflow, proactively manages and assists Advocates in issue resolution to maintain and exceed KPI performance Resolves general complex cases or issues originating from the executive office and regulatory agency sources Monitors Advocates’ responses to ensure quality delivery and timelines Conducts root cause analysis on continuous service failures and develops and issues reports to monitor KPI performance Works closely with Director, Corporate and Customer Relations on process improvement, developing best practices, and driving performance to meet established KPIs Collaborates with other teams on key company projects Participates on the Safety Management System (SMS) team Monitors case load to proactively engage additional resources across the organization to maintain service level KPIs Publishes daily, weekly and monthly reports to various teams to ensure KPI compliance across the organization. Conducts root-cause analysis on continuous service failures to improve service delivery over time. Establishes areas of service improvement objectives and communicates progress to executive leadership On-call and emergency response participation is required as per Porter’s emergency response management procedures Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy BEHAVIOURAL COMPETENCIES:  Concern for Safety: We identify hazardous or potentially hazardous situations and take appropriate action to maintain a safe environment for self and others. Teamwork: We work collaboratively with others to achieve organizational goals. Passenger/Customer service: We provide service excellence to internal and/or external customers (passengers). Initiative: We deal with situations and issues proactively and persistently, seizing opportunities that arise. Results focused: We focus our efforts on achieving high quality results consistent with the organization’s standards. Fostering Communication: We listen and communicate openly, honestly, and respectfully with different audiences, we promote dialogue and build consensus. Exemplifying Integrity: We treat others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community. Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers. People Leadership: We assume a leadership role in helping others achieve excellent results. Leading change: We recognize the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond QUALIFICATIONS:  3+ years’ management experience leading a customer relations team with 5+ years’ experience working in a production-driven customer relations or call center environment Proven track record of effectively handling highly sensitive and complex customer service and/or service recovery cases such as executive level and/or government regulatory issues Outstanding critical thinking skills, high level of comfort with ambiguity with the ability to influence executive level priorities through a strong business case Exceptional communications skills, both written and oral, with a strong attention to detail and the ability to communicate concisely is required Process oriented, with the ability to establish repeatable processes and build monitoring and reporting for continuous process improvement Aviation or travel related experience is strongly preferred Bilingual (English and French) is strongly preferred Ability to motivate team members and deal effectively with deadlines Strong proficiency with MS Office suite, specifically reporting and Excel skills Adaptability and quick command of new software platforms like Desk.com , etc. LOCATION:  Billy Bishop Toronto City Airport For further information, or to apply, please click here