Pacific Coastal Airlines Jobs – Customer Service Trainer

Website Pacific Coastal Airlines

Job Description:

Reporting to the Senior Manager Airport Operations, the successful incumbent will be responsible for the development, oversight, maintenance and delivery of all Customer Service training programs at Pacific Coastal Airlines. He/she will play a critical role with ensuring that all Customer Service Agents are trained and adhere to all company SOPs, and Transport Canada regulations.

Job Responsibilities:

  • Audit and evaluate Customer Service operations for compliance
  • Monitor and evaluate performance of all Customer Service employees relative to new training environments
  • Maintains current knowledge and understanding of all current Customer Service and company policies and procedures
  • Maintain training files/records of all Customer Service employees in compliance with SOP’s
  • Other duties as assigned
  • Provide direction to Customer Service Agent personnel with regards to training related matters
  • Maintain the highest standards of safety and security at all times
  • Schedule and deliver initial and recurrent Customer Service training courses for all CSA’s
  • Audit and evaluate SOP’s, Customer Service manuals, job aids, and all other reference materials
  • Support workers who have questions or need additional assistance in understanding their job responsibilities
  • Develop training material and establish training programs as per SOP’s
  • Prepare examinations and progress reports for initial and recurrent training programs
  • Perform SMS investigation of quality and incident reports pertinent to CSA standards and procedures

Job Requirements:

  • Excellent verbal and written communication skills
  • Flexible to work various shifts (days, evenings, nights, weekends and holidays) including overnight travel
  • Must be able to obtain and maintain designated security clearance
  • Sense of leadership, diplomacy and team spirit
  • Excellent organizational skills, professionalism and attention to detail

Qualification & Experience:

  • Minimum of 5 years work experience as a Customer Service Agent
  • Previous instructing experience is an asset
  • High School Diploma

Job Details:

Company: Pacific Coastal Airlines

Vacancy Type: Full Time

Job Location: Richmond, British Columbia, CA

Application Deadline: N/A

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