Customer Relations Representative

Communication - Marketing - Sales
Details:
Customer relations feedback process
Customer care recognition program
Special event/filming planning
Bilingual
June 12, 2017
Updated on
July 25, 2017
Valid until

The successful candidate will be responsible for managing and overseeing the customer relations feedback process, customer care recognition program and special event/filming planning and coordination.

The Vancouver Airport Authority has a permanent, full-time opportunity 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, customer care recognition program and 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 feedback through a variety of channels: comment cards, emails, letters, social media responses, in-person communications and phone calls in a timely manner.  This may include working with other departments and investigating specific events to determine an appropriate response and resolution

   Producing customer care publications from concept to end product

   Overseeing programs/services including YVR stars recognition program, 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

Key qualifications include:

   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

   Bilingual language capabilities would be an asset (French and/or Chinese)

   Exceptional computer skills, especially MS Excel, Publisher, PowerPoint including experience in designing and preparing a variety of written 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  

   Strong organization skills, project management experience and attention to detail

   Ability to deal effectively with both internal and external customers

   Professional writing experience in customer relations and strong communication skills, both written and oral

   Excellent communication, conflict resolution and interpersonal skills with the ability to handle customer or business partner situations with diplomacy

This position is open to Airport Authority employees and external candidates.  Previous job performance will be taken into consideration for all internal 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.