Pacific Coastal Airlines Careers – Customer Service Trainer & Quality Assurance

Job Description:

Pacific Coastal Airlines is seeking a permanent full-time Customer Service Trainer & Quality Assurance based out of South Terminal building located close to the Vancouver International Airport in Richmond. We are excited to welcome safety-oriented and customer service minded individual to continue their career with our company.

Reporting to the Senior Manager Airport Operations, the successful incumbent will be responsible for the development, oversight, maintenance and delivery of all Customer Service training programs at Pacific Coastal Airlines. He/she will play a critical role with ensuring that all Customer Service Agents are trained and adhere to all company SOPs, and Transport Canada regulations.

Job Responsibilities:

• 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
• 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
• Other duties as assigned
• Audit and evaluate SOP’s, Customer Service manuals, job aids, and all other reference materials
• Audit and evaluate Customer Service operations for compliance
• 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
• 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
• 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

Job Requirements:

• Strong understanding of Customer Service operations, SOP’s, company Indoctrination and Department training
• Excellent verbal and written communication skills
• Flexible to work various shifts (days, evenings, nights, weekends and holidays) including overnight travel
• Must be able to obtain and maintain designated security clearance
• High School Diploma
• Knowledge of MS Office (Word, Excel, PowerPoint, Microsoft Access)
• Minimum of 5 years work experience as a Customer Service Agent
• Previous instructing experience is an asset
• Excellent organizational skills, professionalism and attention to detail
• Sense of leadership, diplomacy and team spirit

Job Details:

Company: Pacific Coastal Airlines

Vacancy Type: Full Time

Job Location: Vancouver, BC, CA

Application Deadline: N/A

Apply Here

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