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.
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
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.