The Senior Representative, Passenger Engagement is responsible for the day-to-day administration of the ASQ program including ensuring that surveying is completed quarterly, establishing and monitoring survey schedules and conducting data input. This position will also be responsible for the day-to-day administration of the Mystery Shopping program including reporting, training and rewards, recommending and implementing changes to the program. The successful incumbent will develop the tools and documents for monitoring compliance of suppliers and vendors to ensure the Toronto Pearson brand is accurately represented in activities.
Job Description
Key Accountabilities:
- Responsible for the day-to-day administration of the Airport Service Quality Program (ASQ) and implementing changes;
- Work with Manager and business owners to ensure that ASQ work plans are developed and implemented;
- Establish processes and methodology to ensure ASQ surveys are conducted to standards quarterly;
- Assist in the development of strategies to ensure optimal in-market periods for all types of surveying;
- Implement Passenger Feedback Programs including feedback monitors and Mystery Shop;
- Create awareness of Passenger Feedback Programs and drive participation to yield results;
- Implement strategies and tactics to educate stakeholders on the benefits of participating in passenger focused programming and solicit participation;
- Establish processes and methodology to ensure all feedback data, including ASQ, is collected in a manner that meets legal and regulatory requirements while also meeting data entry and program reporting requirements;
- Review vendor and supplier performance; Identify issues and actions to address and correct non-compliance issues;
- Identify opportunities to make change or enhancements to programs; Research industry best practices in field;
- Support the integration of passenger feedback and make recommendations for changes to the passenger experience;
- Support research initiatives and partner relationships;
- Conduct public tenders and requests for proposals for program enablers such as survey staffing to facilitate the collection of survey-data, procurement of promotional items and implementation of program-delivery assets;
- Prepare tender and proposal documents and consult with external and internal stakeholders in the preparation of implementation plans; Evaluate and recommend the awarding of contracts;
- Implement activities to drive positive increases to passenger satisfaction scores including ASQ and Mystery Shop;
- Perform customer service duties as required during peak periods; investigate complaints and draft responses to customer complaints;
- Administer customer service programs as required; and
- Perform other duties such as special assignments including sitting on GTAA committees as required.
Job Requirements
Qualifications:
- A Post-Secondary degree or diploma in business or communications with a focus on consumer/human behavior disciplines such as customer service, sociology, customer-relationship marketing, or market-research;
- Three (3) years’ experience in customer service, program implementation or event activation;
- Experience monitoring the work of vendors or suppliers and dealing with multiple stakeholders;
- Field experience executing market or customer research programs and activities;
- Experience establishing survey or research work plans and managing complex data collection requirements;
- Experience providing high-level analytical insight on complex issues to Management and recommending opportunities for targeted expert engagement and analysis;
- Demonstrated understanding of how to provide optimum service to passengers;
- Must meet the security level designated for the position or must be able to obtain and retain a Transportation Security Clearance; and
- Must have a valid Provincial Driver’s License.
Knowledge, Skills and Abilities:
- Demonstrated ability in managing and implementing programs that yield positive impact;
- Ability to build work plans that deliver on program objectives;
- Ability to analyze customer service data and highlight trends;
- Demonstrated customer-account service/relationship management skills;
- Demonstrated ability in activations including mobilizing teams;
- Working knowledge of Excel, Word, Power point and data bases;
- Strong attention to detail and demonstrated ability to multi-task;
- Cooperation, collaboration and negotiation skills;
- Demonstrated ability to write professional businesses cases and briefs;
- Demonstrated interpersonal and problem-solving skills; and
- Knowledge of GTAA customer service practices such as benchmarking, KPIs, policies and priorities is preferred.
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