New Posting - Canadian North

Supervisor, Customer Service Training & Standards
Canadian North - Edmonton, AB

Reports To: Manager, Scheduled Services Training & Standards Posting: Internal & External Competition No: 72-AP2015 The Supervisor, Customer Service Training & Standards is responsible for the development, maintenance and delivery of Customer Service standards and training curriculums, and the record keeping of required and completed training, for Airports & Cargo. This will also include Charter related operations as applicable. Responsibilities:  Actively participate in the Company’s Safety Management System program and demonstrate knowledge of employee responsibilities regarding safety  Provide Customer Service Trainers, with support, direction and leadership  Evaluate Customer Service procedural and training needs to ensure outstanding customer service is provided in a consistent manner at all scheduled / charter airports and cargo locations served by Canadian North  Develop and enhance Airports and Cargo Customer Service standards, training programs and curriculums to address procedural and training requirements  Maintain records of all required and completed training, for Airports & Cargo employees and contractors, as well as for Charter operations contractors  Present technical information in a classroom environment  Facilitate training workshops where student participation is the primary focus  Develop various methods to solicit feedback from our employees and customer base to identify training needs at the various airport locations served by Canadian North  Make recommendations to the Manager, Scheduled Services Training & Standards when additional tools, resources and training may be required to provide superior customer service  Perform audits to ensure compliance with regulations and standard operating procedures  Provide support for Airports, Cargo and Charter related setup, processes, training and regulatory compliance  Travel to other bases will be required  Other duties as assigned Qualifications:  Proven interpersonal skills in dealing with both external and internal customers  Expert level of proficiency in all Sabre functions, particularly check-in, reservations and ticketing  Strong organizational and time management skills  A high degree of self-motivation and commitment to work in a fast-paced, dynamic environment  Strong ability to motivate employees to learn and apply skills  Two to three years of customer service experience  Experience in an airport operational environment considered a definite asset  Experience in mentor/trainer role considered a definite asset Additional Information: To apply for this position visit http://www.canadiannorth.com/careers (preferred method). Resumes can also be submitted by fax to 403.717.1532. Please include Supervisor, Customer Service Training & Standards or 72-AP2015 in the subject line. We thank all applicants for their interest; however, only selected candidates will be contacted. Canadian North Inc. is a subsidiary of NorTerra Inc. a holding and a management company jointly owned by Inuvialuit Development Corporation representing the Inuvialuit of the Western Arctic and Nunasi Corporation representing the Inuit of Canadian North was founded from the collective experiences of predecessor airlines including Canadian Airlines, Pacific Western, Transair and Nordair. Providing air passenger and cargo services for more than 80 years, Canadian North offers scheduled flights to the Northwest Territories and Nunavut through our southern gateways of Edmonton and Ottawa. Canadian North was incorporated in 1998 when it was purchased by NorTerra Inc. NorTerra Inc. is owned by the Inuvialuit Development Corporation and is 100% aboriginal owned. By submitting your resume you agree that it may be shared amongst NorTerra’s subsidiary companies (Canadian North Inc., Northern Transportation Company Ltd, Weldco-Beales Manufacturing Inc., Braden Burry Expediting Ltd and Northern Industrial Sales Ltd).