Trainer, Customer Service
2 weeks ago
Reporting to the VP of Customer Service, the Trainer, Customer Service is responsible for ensuring that Customer Service staff are compliant with training requirements by developing, issuing, training, and monitoring department training across the Perimeter & Bearskin network.
**Personal Characteristics**
- Customer Service and Customer complaint resolution skills
- Ability to demonstrate and lead by example
- Proactive and self-motivating
- Highly flexible, with the ability to respond quickly in a dynamic environment
- Professional and respectful, with a positive work attitude
- Timely with a high level of commitment to on-time performance is essential
- Motivated with the ability to work independently and as part of a team
- Effective verbal and written communication skills
- High level of respect, understanding and regard for First Nations communities
**Responsibilities**
- Work with management on development and upkeep of training programs with respect to Standard Operating Procedures (SOPs)
- Maintain training records for ground operation staff network wide
- Manage the creation, maintenance, issuance and tracking of Customer Service training in the Company’s online learning management software & in person facilitation
- Document management of training records
- Assist management in investigations requiring training review, development, or amendments regarding SMS reports.
- Conduct operational audits to ensure SOPs are followed by staff network wide
- Actively participate in the Company’s Safety Management System
- Perform additional duties as assigned
**Minimum Education and Experience**
- High school diploma or General Education Degree (GED) equivalent
- Must possess a valid driver’s license
- Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
- Previous experience with an Aviation Management Software System considered an asset (AvAIO preferred)
- Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)
- Indigenous and Cultural Awareness Training considered an asset
**Working Conditions**
- Physically able to perform all listed job duties
- Travel by aircraft and other means as required by role
- Work performed both indoors and outdoors; employee must be able to adapt to all outdoor weather conditions
**Benefits**:
- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Life insurance
- On-site gym
- On-site parking
- Stock options
- Vision care
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
Work Location: One location
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