Customer Service Trainer and Quality Assurance (Vancouver)

Join our team!

Pacific Coastal Airlines is looking for a permanent full-time Customer Service Trainer & Quality Assurance. This position based out of Richmond, BC at the South Terminal Airport.

The Customer Service Trainer & Quality Assurance is responsible for the development, oversight, maintenance and delivery of all Customer Service training programs at Pacific Coastal Airlines. This individual plays a critical role with ensuring that all Customer Service Agents are trained and adhere to all company SOPs, and Transport Canada regulations.

Job Responsibilities:

• Develop training material and establish training programs as per SOP’s
• Schedule and deliver initial and recurrent Customer Service training courses for all CSA’s
• Prepare examinations and progress reports for initial and recurrent training programs
• Maintain training files/records of all Customer Service employees in compliance with SOP’s
• Audit and evaluate SOP’s, Customer Service manuals, job aids, and all other reference materials
• Audit and evaluate Customer Service operations for compliance
• Perform SMS investigation of quality and incident reports pertinent to CSA standards and procedures
• Provide direction to Customer Service Agent personnel with regards to training related matters

• Support workers who have questions or need additional assistance in understanding their job responsibilities 

• Monitor and evaluate performance of all Customer Service employees relative to new training environments

• Maintains current knowledge and understanding of all current Customer Service and company policies and procedures
• Maintain the highest standards of safety and security at all times

• Other duties as assigned

Qualifications:

Education & Experience

• Minimum of 5 years work experience as a Customer Service Agent at an airline
• Previous instructing experience is an asset
• High School Diploma
• Knowledge of MS Office (Word, Excel, PowerPoint, Microsoft Access)
• Strong understanding of Customer Service operations, SOP’s, company Indoctrination and Department training

Skills, Knowledge & Abilities

• Excellent verbal and written communication skills
• Excellent organizational skills, professionalism and attention to detail
• Sense of leadership, diplomacy and team spirit
• Flexible to work various shifts (days, evenings, nights, weekends and holidays) including overnight travel
• Must be able to obtain and maintain designated security clearance

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.

• Health Benefits: We offer a standard benefits package for permanent employees consisting of extended health, dental, vision, travel medical, life insurance, Accidental Death and Dismemberment, an employee and family assistance program, paid sick days, and paid personal emergency days.

• Travel Benefits: We offer excellent travel perks to employees and their eligible family members on Pacific Coastal Airlines, WestJet, Air Canada, Iceland Air, Delta, Allegiant, Cathay Pacific, Alaska Airlines and more. Additionally, employees are eligible for 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 and employee appreciation events throughout the year.