New Posting - Outland Carillion

Operations Centre Agent

Outland Carillion at Vancouver International Airport (YVR) - Richmond, BCFull-time, Permanent

Department: Customer Service Reports to: OCA Manager Supervises: Operations Centre Interfaces with: Client (+ all YVRAA employees) Customer Service Ambassadors All YVR Stakeholders including, but not limited to; Securiguard, Aeroguard, RCMP, USCBP, CBSA, Greencoats, and all Airlines General Description: The Operations Centre Agent provides emergency and operational dispatch that supports the daily operations of YVR on a 24-hour per day basis. The OCA is responsible for all ‘day of’ operations issues, gathering and researching information, maintaining a computerized log of incidents, and dispatching response personnel as defined in the standard operating procedures. The OCAs will work in tandem with all YVR management and stakeholders, Outland Carillion Concierge and other Outland Carillion Supervisors to ensure the successful operation of YVR. This position requires weekend, weekday and overnight shifts, and as such, flexibility is a must. Specific Responsibilities & Duties: Responds and provides Customer Care to all inbound calls (phone, radio and email) for a variety of airport tenants, internal/external customers and agencies; The Operations Centre Agent is responsible to ensure that the phones are not left unattended at any time. In cases of emergency, the Operations Centre Manager must be informed and available to take over the phones. Act as the initial contact for a variety of agencies such as BC Ambulance, Richmond Fire and RCMP; Record call detail and taking appropriate action such as dispatching necessary resources escalating to Operations Management or as instructed by on-duty Operations Manager; Provide outstanding customer service to airport tenants and the customers; Communication, both in writing and verbally, is a critical function of this role, ensuring all incidents are dealt with in a timely manner, and that the appropriate personnel or agencies are dispatched; Monitor critical alarm systems, including the fire and general alarm systems; Maintain complete and accurate records of all incidents; Support Operations Management (terminal, airside and groundside) as directed by on-duty staff during irregular operating events; Additional duties as required. Qualifications: Those applicants with a minimum two (2) years experience in aviation, airport operations or complex operations center experience strongly considered for the role; Proficiency with aeronautical radio communications considered an asset; Possess or working towards a Diploma or Certificate in Airport Operations or a Certificate in Public Safety Communications considered an asset; Proven ability and experience working with computer systems and have a comprehensive working knowledge of all Microsoft Office programs; Must have excellent written and verbal communication skills with an excellent command of the English language; Additional languages spoken would be an asset Must be available to work flexible hours including nights, weekends and holidays Must have the ability to acquire and maintain RAIC (Airport Security) clearance Must be able to apply and maintain additional level of security clearances required by CBSA Core Competencies: Superior written and spoken communications skills Strong interpersonal skills and customer service focused in relation to all human interaction; Ability to effectively correspond/communicate with all YVR stakeholders with tact, diplomacy, confidentiality, discretion and sound judgment Strong leadership skills Experience in crisis management role an asset; Strong organizational skills Strong critical thinking Attention to detail Job Types: Full-time, Permanent