Coordinator, Client Experience

Summary of responsibilities :

The Coordinator, Client Experience is responsible for supporting and coordinating timely and accurate information on CATSA’s procedures to the travelling public regarding enquiries, complaints, and claims. For enquiries, the incumbent ensures procedures are understood prior to the pre-board screening experience. Post-travel, the incumbent attempts to resolve any claims or complaints through a fair, responsive, and complete review that includes liaising with internal and external stakeholders. Administratively, the incumbent oversees claims processing and complaint resolution, including verbal and written interaction with passengers. The Coordinator, Client Experience performs all other duties and responsibilities related to the position as required.

What you need to succeed

To qualify for the position, you must have :

Graduation from a recognized college or university with specialization in Communications or another specialty relevant to the duties of the position.

One to two years of experience in a customer service role, dealing with enquiries and / or claims and complaints from the general public.

Experience conducting background research, tracking, and maintaining data, and consolidating data into reports.

Experience managing multiple files under tight deadlines.

This position is best suited to individuals with the following skills and abilities :

Exceptional communication skills, both orally and in writing.

Strong attention to detail.

Strong client service orientation.

Sound judgment and maturity.

Reliability, tact, discretion.

Ability to synthesize complex information in a clear and concise manner.

Ability to work well independently and within a team.

Ability to resolve conflict.

Ability to multi-task and prioritize.

Ability to work well under pressure.

Valuable skills include :

Experience providing administrative support in an operational environment.

Knowledge of CATSA's mandate and priorities, as well as an awareness of relevant legislations impacting CATSA.

Experience delivering training and coaching in a client service environment.

Experience managing escalated client cases with professionalism, empathy, and sound judgment.

Working knowledge of a third language.

Specific work requirements :

Ability to travel as required

Language Profile : CBCC

Ability to obtain and maintain a Secret security clearance; and

Be a Canadian citizen or permanent resident.