New Posting - YVR

Customer Relations Representative (Maternity Leave) - Customer Care Department
Location:	YVR
Job Code:	11-43E
Description
The Vancouver Airport Authority has a one-year full-time, term opportunity (effective February 2012) 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 feedback process and ensuring that official language requirements are met and understood. Key responsibilities include: Reviewing entries made into the YVR Customer Tracking System and conducting monthly reporting to internal departments and quarterly reporting to senior management Conducting statistical analysis including trending analysis and data inferences Responding to customer comment cards, emails, letters, social media responses and phone calls in a timely manner which may include working with other departments and investigating specific events to determine an appropriate response Ensuring that Official Languages Act requirements are being met by the Airport Authority and its tenants Producing publications and terminal directory boards from concept to end product Overseeing the upkeep of common-use chairs, children’s play areas and storage room Maintaining and updating Customer Service Manuals Assisting in providing orientation tours for external organizations Special event and seasonal program coordination Planning and coordination for dignitary meet and greet services Planning and coordination of YVR film requests Participating in irregular operations situations Key qualifications include: Completion of high school; bachelor’s degree or other post-secondary education Knowledge of the French language is desirable Exceptional computer skills, especially MS Excel, Publisher, PowerPoint and Access, as well as, Oracle; ability to design graphics for brochures and website Familiarity with the Official Languages Act Passion for the customer experience and related work experience in customer relations/service Solid understanding of airport processes and services (e.g., US Customs and Immigration, Canada Customs, facility, airline industry, 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 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.