The Vancouver Airport Authority has a two-year full-time, acting assignment/term opportunity until December 31, 2017 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 relations feedback process along with our VIP/special event/filming planning and coordination.
Key responsibilities include:
Reviewing daily entries made into the YVR corporate system and conducting daily/monthly reporting to internal departments and quarterly reporting to senior management
Conducting statistical analysis including trending analysis and data inferences to improve the overall customer experience at YVR
Responding to customer comment cards, emails, letters, social media responses, in-person communications and phone calls in a timely manner which may include working with other departments and investigating specific events to determine an appropriate response and resolution
Ensuring that Official Languages Act requirements are being met by the Airport Authority and its tenants
Producing customer care publications from concept to end product
Overseeing the upkeep of common-use chairs, children’s play areas, seasonal displays, accessibility services and family programs, including any necessary capital requests
Maintaining and updating Customer Service Manuals and/or Standard Operating Procedures
Assisting in providing orientation tours for external organizations
Planning and coordinating special events and seasonal programs
Planning and coordinating dignitary meet and greet services
Planning and coordinating YVR film requests
Participating in irregular operations
Key qualifications include:
Completion of high school; bachelor’s degree or other post-secondary education is preferred
Knowledge of the French language is desirable
Exceptional computer skills, especially MS Excel, Publisher, PowerPoint and Access, as well as, Oracle and Maximo; ability to design content for brochures and website for customer care programs
Familiarity with the Official Languages Act
Passion for the customer experience and related work experience in customer relations and customer service
Solid understanding of airport processes and services (e.g., US Customs and Immigration, Canada Customs, facility, airline industry, accessibility, 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 both Vancouver Airport Authority employees and external candidates. Previous job performance will be taken into consideration for all candidates that apply for this position.
The Vancouver Airport Authority welcomes and encourages applications from all qualified candidates, including women, aboriginal peoples, persons with disabilities and members of visible minorities. If required we are able to provide reasonable accommodations for persons with a disability throughout the selection process.
Reference no.: 15-75E
To apply: Visit http://www.yvr.ca > Careers > Current Opportunities |
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