Pacific Coastal Airlines is looking for a permanent full-time Customer Relations Coordinator.This position is based out of the South Terminal building located close to the Vancouver International Airport.

As a key member of the Sales and Marketing Department, the Customer Relations Coordinator is entrusted with the airline's brand and corporate reputation and is therefore expected to maintain the highest standards of professional and personal conduct and integrity at all times. The coordinator works closely with customers, and with various internal stakeholders including but not limited to, Base Supervisors, Customer Service Agents, Finance, Operations Control Managers, and Maintenance department employees.

The ideal candidate for this position has relevant experience in customer service and possesses strong interpersonal skills and a natural talent for building, maintaining and growing excellent relationships with clients, key stakeholders, industry groups and co-workers.

You are adept at handling even the most challenging situations in a calm, professional manner. You have emotional maturity beyond your years and are able to cope with difficult customers without losing your cool. You're friends and co-workers are impressed with your ability to remain unfazed at all times.

You are an excellent writer with an uncanny ability to understand and apply nuanced rules and regulations, yet wise enough to know when a situation calls for a relaxed interpretation of policy.

At the end of the day you don't sweat the small stuff, and are able to leave your work at the office in order to maintain a healthy work/life balance.

Key Responsibilities:

• Respond to customer requests or concerns that arrive by phone, letter, email, or Social Media and investigate complaints to determine appropriate levels of response
• Manage customer proactive recovery program
• Monitor and report on external issues that may affect customers, employees, and the company
• Manage customer/client databases; create and deliver formal and informal reports weekly, monthly and/or annually
• Implement tools to assist with collection of customer data via customer feedback forms
• Assist the team in meeting or exceeding monthly, quarterly and annual gross revenue targets and making a positive contribution to overall profitability
• Represent the company at community events or other external functions as required
• Protect corporate reputation and enhance brand awareness of Pacific Coastal Airlines
• Contribute to social media, website, internal and external newsletters, and other communications channels as required
• Other duties as assigned

Qualifications:

• A minimum 2 year's customer service experience is required
• Familiarity with Amelia Res system is preferred
• Familiarity with best practices in the airline/travel (retail &/or wholesale) industry preferred

Skills, Knowledge & Abilities

• Excellent written and verbal communication skills
• Ability to actively listen, empathize, ask questions, and respond in language that clients understand
• Strong conflict resolution, time and project management skills
• Advanced technical skills in Microsoft Suite (WordPress, Word, Excel, PowerPoint, etc.)
• Knowledge of LinkedIn, Twitter, and other social media channels
• Motivate, trust, engage and inspire others
• Ability to balance multiple priorities and meet deadlines

WHY PACIFIC COASTAL AIRLINES?

• Company Culture:We honour our company motto of People Friendly, People First for both our employees and our passengers. We encourage a positive, caring workplace and put a high value on collaboration, accountability, and loyalty. We are inclusive, respectful, and have a friendly corporate culture.
• Compensation:We recognize and value industry experience by offering competitive compensation commensurate with prior experience as well as a company-match Group RRSP to assist with retirement planning.
• Health Benefits:We offer a standard benefits package consisting of health, dental, vision, travel medical, BC MSP, life insurance, AD&D, short-term disability, long-term disability, an employee and family assistance program, paid sick days, and paid personal emergency days.
• Travel Benefits:We offer excellent travel perks within the Pacific Coastal network for employees, their families, and their buddies. Also available to employees and their eligible family members is standby travel on many other airlines across the world. Additionally, employees are eligible for corporate discounts with various hotels and restaurants within the communities we serve as well as steeply discounted cargo shipping within the Pacific Coastal Airlines network.
• Employee Programs: We have employee recognition and reward programs, a milestone service recognition program, employee appreciation events throughout the year, and an online learning and development program.

Pacific Coastal Airlines is an equal-opportunity employer. We are committed to a policy of non-discrimination in all of our employment practices. We welcome and encourage applications from all qualified individuals, regardless of ethnicity, gender, disability or any other identifying characteristic.