Customer Relations Representative
Vancouver Airport Authority
Richmond, BC Canada
4d ago
  • 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 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 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.

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