Specialist, Passenger Service

**Toronto Pearson is transforming. Now’s the time for your career to soar.**

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers - all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

**What's in it for you?**
- An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community
- Comprehensive and highly competitive healthcare and benefit coverage including retirement savings plans
- A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program

**What can you expect from this position?**

**As a Specialist, Passenger Services, you will**:

- Investigate feedback and respond to passenger comments, including compliments, complaints, inquiries and concerns
- Draft formal responses on behalf of the Executive Team and various business units
- Provide support and work closely with appropriate internal and external partners in investigating passenger complaints and inquiries
- Ensure all issues and feedback are documented into the CRM system
- Aim to root cause to avoid recurrence for negative situations, where possible
- Analyze and report trends to respective business owners for resolution and future programming
- Advocate on behalf of the passenger in working with business units to improve a required experience
- Consistently review and update feedback to ensure accurate and appropriate responses to passengers
- Coordinate the implementation of new and existing customer service programs
- Maintain new technologies to ensure program inputs remain current
- Ensure new and existing customer service programs are well maintained and updated

This unionized position is classified at the Band 4 level, with an hourly wage range of $36.44, based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

**This is the role for you, if you have**:

- 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 (French is an asset) 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 committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive_