Seasonal Customer Care Coordinator

La Ronge, SK Full Time Term (April 15, 2023 to October 15, 2023)

Rise Air is western Canada's largest full-service aviation operation. Based in Saskatoon, here is your opportunity to work in the fascinating aviation industry for a dynamic company that exceeds customers' expectations, strives for operational excellence, and has a strong employee culture.

Job Purpose

Reporting to the Director Commercial, the Customer Care Coordinator is responsible for developing relationships and maintaining customer satisfaction and loyalty as well as participating in meeting sales objectives. The coordinator maintains the positive image, brand, and reputation of the company.

Primary Responsibilities

• Develop and sustain solid relationships with company stakeholders and customers.
• Respond with compassion and care to customer's complaints and inquiries and evaluate and resolve customer complaints and questions to produce satisfied, returning customers.
• Prepare and enter daily manifests into company software programs.
• Provide all trip packs to flight crew.
• Provide feedback to management to promote continuous improvement of Rise Air's customer service delivery through social media.
• Collaborate with marketing and communications personnel to highlight positive customer experiences.
• Review feedback, maintain accurate electronic records and complete regular reports relating to customer care and provide management with information as required.
• Analyze customer feedback data to determine whether customers are satisfied with company products and services.
• In collaboration with commercial personnel, coordinate sub charters with other air carriers when required to meet operational needs.
• Assist the director in reporting on time performance (OTP).
• Organize and plan special customer-related events and initiatives including holidays or special occasions, welcome, thank you and apology notes.
• Perform other associated duties and support to business development personnel as required.

General Responsibilities

• Develop and maintain knowledge of the company's vision, mission, and values.
• Foster a team-based environment through collaborative working relationships.
• Participate in recruiting, training and guiding customer care staff.
• Ensure optimal communication with all internal and external customers.
• Maintain current knowledge of all applicable Transport Canda rules and regulations, and company policies and procedures.
• Continuously update job knowledge by participating in training and other educational opportunities.
• Participate in other related activities as required.
• Ensure compliance with quality assurance and safety programs to promote an incident and injury free culture.

Qualifications

Typically, the knowledge and skills required for this position include post-secondary education in public relations, marketing, or related field. A minimum of three years' experience in customer care, sales, or relevant role in an aviation environment is preferred. A combination of education and experience may be considered.

Skills, knowledge, and abilities include:

• Exceptional verbal and written and verbal communication and presentation skills and ability to communicate effectively to all internal and external stakeholders.
• Sound relationship building skills and ability to manage expectations of a diverse stakeholder group.
• Mature judgement to handle sensitive situations with tact and high ethical standards.
• Demonstrated ability to assess and analyze situations and develop contingency plans.
• Experienced facilitator and trainer. Proven experience in developing and executing programs and plans to positively influence customer loyalty and satisfaction.
• Strong hands-on skills, self-motivated and demonstrated positive, can-do attitude.
• Excellent time management skills with the ability to organize, multi-task and prioritize.
• Ability to support, strengthen, and enhance safety initiatives.
• Proficient in utilizing Microsoft Office applications and familiarity with relevant computer software (e.g., Skyline).

Working Conditions

Supervisory

N/A

Equipment Used

Standard office equipment and telecommunication equipment.

Typical Physical and Cognitive Demands

• Rotational position working 14 days on, 14 days off.
• Most work is completed in an office environment.
• Able to prioritize and organize objectives and meet deadlines in a fast-paced office environment.
• Must quickly adapt to changing assignments.
• Required to act professionally and use mature judgment.
• Ground/air travel required.
• Weekend work and on call availability required.

As this is a Safety Sensitive Position, selected candidate(s) must test negative for controlled substances and alcohol prior to employment. We appreciate all applicants; however only those selected for interviews will be contacted.