New Posting - Pacific Coastal Airlines

Pacific Coastal Airlines is looking for a permanent full-time Customer Service Manager, YVR. This position is based out of the South Terminal building at the Vancouver International Airport in Richmond.

Reporting to the Director, Airports, the Customer Service Manager, YVR is a functional leadership position responsible for providing leadership oversight, supervision, direction, support and training to all Customer Service Agents at the Vancouver base. This includes, but is not limited to telephone and counter reservations, passenger check-in, baggage processing, load planning and operations coordination. This includes completion of all manpower plans, recruiting, performance management and effective delegation of supervisory duties across the team.

Responsibilities:

• Ensure all customer service operations are conducted in accordance with all safety, operations and customer service standards as prescribed by Pacific Coastal Airlines
• Build a strong, competent and cohesive team of customer service employees that is motivated to support the Company's vision and uphold and reflect positively on both the Company's and the Community's unique values
• Provide leadership, training and performance management of all base team members in support of corporate values and annual objectives
• Ensure all base operations are conducted in a structured, organized, efficient, and economical fashion, without sacrificing public safety, or the quality standards as prescribed by Pacific Coastal Airlines

Accountabilities:

• Establish and uphold safety, health and operational standards and to ensure that all practices meet or exceed regulatory and corporate requirements
• Foster and maintain a team culture that is respectful, supportive and engaging consistent with the Company's Vision and Values
• Challenge the team's capacity by establishing and achieving annual safety, health and operational goals and objectives
• Deliver base training, currency checks and daily communication support to all station personnel according to prescribed training standards
• In partnership with the Ramp Manager, monitor and audit all areas of the base in order to ensure compliance with all published standards and regulatory requirements
• Develop appropriate corrective action plans that resolve operational audit findings with the goal to improve the team's overall safety, increase operational effectiveness and reduce operational costs
• Actively participate in bi-monthly Base Manager team meetings
• Employ industry best practices in order to maximize safety and to uphold and advance the Company's competitive position with respect to customer service operations

Qualifications:

• A high school diploma (minimum) or higher
• A minimum of 5 years of experience in a customer service environment with a preferred background in the aviation industry, and 2 years supervisory experience. Further, prior experience in a sales or community relations is considered to be an asset
• An understanding of the applicable regulations and legislation (such as: CARS, Canada Labour Code) and how the regulatory bodies operate and interrelate
• Educated in organizational behavior and effectiveness
• Familiarity with best practices within the industry
• An understanding the varied roles and responsibilities within the company and their interdependencies
• An understanding of the varied roles and responsibilities within the community and their interdependencies with the Company

Success Factors:

• Possess organization, time management and multi-tasking qualities
• Planning, forecasting and goal setting skills
• Solid coaching and mentoring skills
• Proven computer fluency (Web, Excel, Word and Intelisys)
• Communication effectiveness with both internal/external customers, authorities and agencies
• Strong delegating abilities
• Able to balance multiple priorities and deadlines at the same time
• Connecting, coaching and influencing a team

WHY PACIFIC COASTAL AIRLINES?

Company Culture: We honour our company motto of People Friendly, People First for both our employees and our passengers. We encourage a positive, caring workplace and put a high value on collaboration, accountability, and loyalty. We are inclusive, respectful, and have a friendly corporate culture.

Compensation: We recognize and value industry experience by offering competitive compensation commensurate with prior experience as well as a company-match Group RRSP to assist with retirement planning.

Health Benefits: We offer a standard benefits package consisting of health, dental, vision, travel medical, BC MSP, life insurance, AD&D, short-term disability, long-term disability, an employee and family assistance program, paid sick days, and paid personal emergency days.

Travel Benefits: We offer excellent travel perks within the Pacific Coastal network for employees, their families, and their buddies. Also available to employees and their eligible family members is standby travel on many other airlines across the world. Additionally, employees are eligible for corporate discounts with various hotels and restaurants within the communities we serve as well as steeply discounted cargo shipping within the Pacific Coastal Airlines network.

Employee Programs: We have employee recognition and reward programs, a milestone service recognition program, employee appreciation events throughout the year, and an online learning and development program.

Please submit a cover letter and resume with your application by clicking on:https://pacificcoastal.prevueaps.com/jobs/

While we thank all candidates interested in joining the Pacific Coastal Airlines team, only those candidates selected for an interview will be contacted.

Pacific Coastal Airlines is an equal-opportunity employer. We are committed to a policy of non-discrimination in all of our employment practices. We welcome and encourage applications from all qualified individuals, regardless of ethnicity, gender, disability or any other identifying characteristic