New Posting - Perimeter Aviation

Perimeter Aviation is currently recruiting an Assistant Customer Service Manager

The Assistant Customer Service Manager is responsible and accountable for providing strong supervisory support, teamwork and overall day to day operational support to the Customer Service Department, working closely with all Customer Service employees. 

The Assistant Customer Service Manager is also responsible and accountable for ensuring all customer inquiries/complaints, either by customers visiting the department, or via phone are handled in a friendly and professional manner, ensuring customer service standards are met and/or exceeded at all times.

Responsibilities and Accountabilities
This position would be responsible and accountable for, but not limited to, performing the following range of duties:
• Demonstrate positive, friendly customer service support, ensuring all customer inquiries are effectively and efficiently handled and dealt with accordingly.
• Exhibit initiative and ability to effectively resolve customer complaints by identifying possible options and or solutions.
• Assist the Customer Service Manager with coaching, training and mentoring the Customer Service team ensuring service standards are achieved and customer expectations are surpassed.
• Assist, prepare and deliver performance plans and reviews for all employees within the Customer Service Department, ensuring timely and appropriate feedback is provided.
• Assist and maintain an optimal level of Customer Service staff by coordinating day to day duties, staffing schedules such as holidays, lunch hours/breaks, organize staff attendance for seminars/training.
• Responsible for ensuring call center service level targets are met, as determined and communicated by Senior Management.
• Responsible to ensure Customer Care guidelines are followed, ensuring prompt and effective response to IROP (irregular operation) flight events at all communities Perimeter serves.
• Responsible for creating a respectful environment that stimulates growth and encourages employees to realize their maximum potential and encourages professional development.
• Responsible to resolve and assist resolving customer complains, refunds, claims. 
• Responsible to ensure regular audits are performed on processes and procedures followed by his/her staff, and keep track of audit results to manage staff performance and determine corrective action plans when necessary.
• Responsible to conduct documentation audits in accordance to instructions and intervals set by Perimeter’s Safety Quality and Security Department, or other Departments within the Organization; in order to comply with regulatory governing bodies’ requirements. 
• Ensure staff members are in full compliance with the Company’s training requirements.
• Maintain the Customer Service Standard Operating Procedures by ensuring they are current and up to date.
• Assist other departments and Managers with projects and initiatives as needed.
• Provide technical, operational direction and support to department staff, answers questions and handles customer inquiries or complaints referred by other employees.
• Assist in the preparation of yearly department budgets and ensuring that budget targets are met. 
• Provide strong supervisory support, positive teamwork and ongoing day to day operational support to the Customer Service Department.
• Demonstrate a cooperative attitude while working on all job tasks and provide assistance to others.
• Demonstrate the ability to work both independently and as part of a team.
• Exhibit initiative, responsibility and flexibility, with the interpersonal skills that allow one to work effectively and adapt to a fast paced working environment.
• Problem solve by evaluating and offering suggestions and / or work recommendations to improve work environment.
• Perform other duties as assigned by Customer Service Manager.

Education and Experience
• Minimum Grade 12 diploma or equivalent required
• Minimum two (2) years supervisory experience, or equivalent combination of education and experience may be considered 
• Previous customer service experience
• Must be able to qualify for a WAA RAIC 
• Previous aviation operation experience is considered an asset
• Aboriginal Awareness and/or Cultural Diversity training
• Professional Development courses

How to Apply
Perimeter Aviation's hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted. 
To apply for this position, please submit your cover letter and resume to HRAdvisor@perimeter.ca

We thank all candidates for their interest in the position, however only those selected for an interview will be contacted.

Applicants will be reviewed on a rolling basis which may result in an earlier application deadline