New Posting - Vancouver Airport Authority

Contract Services Representative (1-Year Term) - Customer Care Department
Vancouver Airport Authority - Vancouver, BC

The Vancouver Airport Authority has a full-time, term opportunity (effective approximately June 2014 for one year) for a Contract Services Representative in the Customer Care Department. Reporting to the Manager, Customer Care - Guest Relations, the successful candidate will ensure that service contracts are providing safe, professional, prompt, effective and consistently high levels of service. Key responsibilities include:  Ensuring contractor compliance with relative operational/customer expectations for two key customer service contracts Reviewing contract performance, audit programs and KPIs to ensure high quality assurance levels are being maintained Assisting in the management of the budget, and reviewing and approving service contract invoices Providing support and liaising between customer care contractors, volunteer programs and Operations Centre Assisting with the development and promotion of customer care programs, projects and strategies to enhance the customer, partner and volunteer experience Building and maintaining relationships with multiple business partners, customer care contractors and other internal and external departments Writing operational plans and customer care communications, procedures, Project Approval Requests and other proposals. Key qualifications include:  Experience in customer service leadership with a solid understanding of customer needs and drivers of customer satisfaction; experience in customer relations is an asset Proven understanding of airport operations in the areas of passenger processing, accessibility, terminal operations, aviation security and public safety Sound knowledge of the Green Coat Volunteer Program Strong communication skills, both oral and written, in order to develop and deliver communications to internal and external partners through various means (e.g., social media, bulletins, weekly meetings, volunteer website, proposals, operational plans, etc.) Strong interpersonal skills with the ability to deal effectively with both internal and external customers, including the ability to resolve conflicts Ability to work independently and within a team Solid understanding of budget tracking and contract management Effective problem solving and decision making skills; ability to take control of situations and exercise sound judgment in formulating quick decisions Exceptional organizational skills with an attention to detail Proven ability to plan and execute tactical plans Ability to multitask and have the flexibility to support multiple teams and business partners Proficiency with MS Office Suite with proven skills in MS Word and Excel, as well as experience with WordPress 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. Application deadline: May 8, 2014