New Posting - Pacific Sky Aviation Inc.

Pacific Sky Aviation Inc., is currently recruiting a Customer Service Manager

Who are we?
Pacific Sky Aviation Inc. (PSAI) provides Transport Canada approved flight training, operates a corporate flight department, conducts Twin Otter production flight testing and ferries Twin Otter aircraft to customers throughout the world. With facilities in Victoria and Calgary, we are expanding our company with the announcement of the opening of an additional flight training centre located at Calgary International Airport. The training centre will house a state of the art Twin Otter Level “D” Full Flight Simulator and Seaplane Trainer and a flat panel Integrated Cockpit Procedures Trainer (IPT), as well as state of the art classrooms, briefing rooms, staff offices and a customer lounge. Pacific Sky in beginning to hire the team for the new training centre which is expected to be operational in February 2017. Visit http://www.pacificsky.ca to learn more about us.

What will our Customer Service Manager do?
Based out of our simulator training centre at Calgary International Airport, you will be responsible for supporting customers who are enrolled in flight training courses. Reporting to the General Manager of Training and Simulation, you will establish and continuously improve customer focused processes which result in a consistent customer training experience and high degree of customer satisfaction. 

Specific accountabilities for the role include:
• Establishing and supervising Customer Service functions, including training course scheduling, arranging hotel accommodations, reception and administration functions within the training centre 
• Primary point of contact for customers prior to their arrival and for the duration of their training. Available on off hours and weekends from time to time to communicate with global customers. 
• Coordinating and supervising staff on a daily basis regarding customer services and receptionist/operator tasks
• Creating an environment where customers feel cared for and have the best possible training environment 
• Coordinating and obtaining customer feedback to measure customer satisfaction; advising management on improvements based upon customer feedback; coordinating implementation of those improvements 
• Participating in regular operations meetings to coordinate and prepare for upcoming training events and customer visits 
• Coordinating and scheduling department staffing to support scheduled courses and customer visits. 
• Providing training centre performance reports as required


What are we looking for in a Customer Service Manager?
To excel in this position, you need to be prepared to deliver outstanding service by having:
• Friendly, welcoming, positive approach to people with a passion for service and pleasing customers. 
• Minimum of 3 years of experience in a customer service environment, preferably in aviation or training.
• Minimum of 2 years of experience in a supervisory role
• Strong communication, listening, interpersonal and presentation skills
• Ability to interact with other departments in the training centre to maximize customer satisfaction
• Demonstrated ability to be adaptable and flexible, with the capacity to manage change in order to meet customer requirements
• Ability and experience working in a culturally diverse environment
• Excellent PC skills in MS Office, ability to learn how to work with internal systems
• Fluent in English - any other language an asset
• A post-secondary degree would be an asset


What do we offer our employees?
Competitive compensation and benefits in a workplace with a clear mission for customer service, a fun working environment, and where people are respected and work together.

A workplace with a focus on people and customers, as seen in our company values: Safety, Customer Satisfaction, Integrity, Financial Responsibility, Direct Communication, Continuous Learning & Improvement and Positive Work Attitude. We offer a professional, collegial working environment where employees care about one another. We treat our employees well and are open to suggestions to improve and enhance the work environment. 

How to apply?
Qualified applicants are invited to send a resume and cover letter to simjobs@pacificsky.ca and quoting PSAI - CSM - AVC0716 in your subject line.

In order to be considered for this position, you must answer the following questions in your cover letter:

1. What was the most challenging customer service situation you had to handle? How did you bring it to a positive conclusion?
2. What are the top 5 questions you would include in a post-training customer satisfaction survey?
3. What have you done to provide welcoming reception for customers from diverse cultures and nationalities?

Only applicants who respond to these questions will be considered for this role. We thank all candidates for applying. We look forward to hearing from you!