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Cargo and Customer Service Training Coordinator
2 weeks ago
Pacific Coastal Airlines is looking for a permanent full-time Cargo and Customer Service Training Coordinator. This position based out of Richmond, BC at the South Terminal Airport.
The Cargo & Customer Service Training Coordinator is responsible for the development, oversight, maintenance and delivery of all Cargo & Customer Service training programs at Pacific Coastal Airlines. He/she plays a critical role with ensuring that all Cargo & Customer Service Agents are trained and adhere to all company SOPs, and Transport Canada regulations.
**Responsibilities**:
- Develop training material and establish training programs as per SOP’s
- Schedule and deliver initial and recurrent Cargo & Customer Service training courses for all applicable agents
- Prepare examinations and progress reports for initial and recurrent training programs
- Maintain training files/records of all Cargo & Customer Service employees in compliance with established standards
- Monitor and evaluate SOP’s, policy manuals, job aids, and all other reference materials
- Monitor and evaluate operations for compliance
- Perform SMS investigation of quality and incident reports pertinent to standards and procedures
- Provide direction to Cargo & Customer Service Agent personnel with regard to training related matters
- Support workers who have questions or need additional assistance in understanding their job responsibilities
- Monitor and evaluate the performance of all Cargo & Customer Service employees relative to new training environments
- Maintains current knowledge and understanding of all current Cargo & 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 1-year work experience as a Cargo or 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 Cargo & 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, Short-term and Long-term Disability, 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.
