Customer Relations Representative – Customer Care Department (Term)

Vancouver Airport Authority - Vancouver, BC (30+ days ago)

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YVR is made up of a team of diverse people who are working collaboratively to reach our goal of 29 million passengers by 2020! Safety is at the core of everything we do; we’re innovative, fun, and we invest in our people. We’re a BC Top Employer for 13 years standing, with high engagement scores, an abundance of learning and development opportunities, and a holistic approach to wellness! And we’re looking for someone to join our team.

We have a full-time, term opportunity (to April 30, 2020) 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 to improve the overall customer experience at YVR, including sharing of trends with various YVR departments
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 Customer Care
Producing customer care publications from concept to end product
Overseeing programs/services including YVR stars recognition program, 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 customer experience programs
Planning and coordinating dignitary meet and greet services
Planning and coordinating YVR film requests
Participating in service quality reviews of public spaces within the terminal
Participating in irregular operations
Customer Experience project work as required

Key qualifications include:
3 to 5 years of recent, related experience supplemented by completion of high school (bachelor’s degree or other post-secondary education with a focus on public relations, communications or business would be an asset); or an equivalent combination of training and experience
Knowledge of the French language is desirable
Exceptional computer skills, especially MS Excel, Publisher, OneNote, PowerPoint and including related experience designing and preparing a variety of reports or communications to support customer care programs
Passion for the customer experience and related work experience in both 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, project management experience and attention to detail
Excellent communication, conflict resolution and interpersonal skills with the ability to handle situations with diplomacy
Ability to deal effectively with both internal and external customers
Exceptional writing skills to prepare a variety of written communications for different audiences;
Professional writing and communications experience specific to customer relations – with a minimum of one to two years’ experience, both written and oral responses
Strong problem-solving skills in order to resolve customer complaints and 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.

Vancouver Airport Authority welcomes applications from all qualified candidates, including women, Aboriginal peoples, persons with disabilities and members of visible minorities. We are happy to provide reasonable accommodations throughout the selection process and while working at YVR. If you require support applying online because you are a person with a disability, please contact us at 604-303-3152 or We welcome the opportunity to discuss accommodation of your disability and ensure fairness in our hiring process.