Specialist, Passenger Service

6 days ago

Toronto, Canada Greater Toronto Airports Authority Full time

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work. Approximately 1,400 GTAA employees work non-stop with our partners and agencies to deliver a safe and welcoming airport experience at Canada’s leading global hub airport, Toronto Pearson.** **The impacts of the pandemic have been significant to our industry, yet we remain Pearson Strong and are realizing the opportunity to accelerate our Healthy Airport commitment**.** Join us on our accelerated journey in creating the airport of the future in a smart, healthy and profitable way.

**What's in it for you**

We offer our GTAA members amazing benefits, including retirement planning, group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

**Position Summary**:
**Key Accountabilities**:

- Investigates feedback and responds to passenger comments, including compliments, complaints, inquiries and concerns
- Drafts formal responses on behalf of the Executive Team and various business units
- Provides support and works closely with appropriate internal and external partners in investigating passenger complaints and inquiries
- Ensures all issues and feedback are documented into the CRM system
- Aims to root cause to avoid recurrence for negative situations, where possible
- Analyzes and reports trends to respective business owners for resolution and future programming
- Advocates on behalf of the passenger in working with business units to improve a required experience
- Consistently reviews and updates feedback to ensure accurate and appropriate responses to passengers
- Coordinates the implementation of new and existing customer service programs
- Maintains new technologies to ensure program inputs remain current
- Ensures new and existing customer service programs are well maintained and updated

**Qualifications**:

- Post-secondary degree or diploma with a focus on business management, or equivalent work experience
- 2-3 years’ experience in customer service relationship management
- Professional business writing experience, including letters and formal correspondence
- Obtain and retain Transportation Security Clearance at the designated level for the position

**Knowledge, Skills and Abilities**:

- Strong communication skills, verbal and written in English and French, to clearly identify and articulate the needs of Toronto Pearson passengers to business units for future planning
- Knowledge of airport facilities, practices, standards and processes
- Ability to provide superior customer service
- Knowledge of the GTAA’s role with key partners, including air carriers, government agencies, and commercial partners
- Knowledge of GTAA’s customer service practices, such as benchmarking and performance indicators, priorities, and policies
- Ability to identify tone through correspondence to identify key words and terms to flag for escalation
- Ability to conduct investigations into complaints and produce reports on findings
- Ability to draft formal responses on behalf of the Executive Team or various business units
- Ability to correspond in a diplomatic manner through text and voice transactions with passengers
- Skilled in customer service and de-escalation practices in dealing with passenger concerns
- Strong organizational skills and attention to detail in analyzing and responding to passenger feedback
- Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel)
- Ability to use CRM tools and new technologies to categorize and log information
- Ability to commit partners to delivery timelines to ensure a timely response to the passenger
- Demonstrated ability to write professional letters to senior individuals across external organizations
- Ability to distinguish between one-off situations and ongoing trends as it relates to passenger feedback
- Ability to multi-task while maintaining attention to detail

The GTAA is a federally regulated private sector. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.

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