Customer Experience Specialist

<strong>Your next workplace is the sky<br /></strong><br />You love to travel, and you love fair, friendly and frequent flights. We&rsquo;re a new airline<br />with deep roots in the industry, and we&rsquo;re looking for people like you! <br /><br /><strong>Join our crew.</strong>

Calgary, AB

Lynx Air

<p>You love to travel, and you love fair, friendly and frequent flights.</p> <p>We're a new airline with deep roots in the industry, and we're looking for people like you!&nbsp;<br /><br />Let your career fly with Lynx Air, Canada's newest ultra-affordable airline. Our mission is to make air travel accessible for all, by offering low-cost, safe and customer-first flying experiences. With airfares sky-high in Canada, we're here to change the game! Our brand-new fleet of Boeing 737 MAX planes will take passengers to select Canadian and USA destinations at an ultra-affordable price point and we're excited to be building our team that will help us get there. With backing from prominent investors, we're poised to revolutionize the Canadian airline industry.<br /><br />Join our team and be part of the changing skies of Canadian aviation!</p> http://www.flylynx.com

keywords: customer care,reporting,analysis,travel,communication,creative,research,experience,communication,management,culture,organization,degree

Mid Level

Overview: <p><u><strong>WHAT THE ROLE ENTAILS:</strong></u></p> <p>Reporting to the Customer Experience Manager, this role is responsible for providing Best in Class service by engaging internal and external customers via multi-channel requests, focusing on brand loyalty and creating an environment that increases overall customer satisfaction and retention. An inherent problem solver: this role will thrive on resolving customer concerns and producing sustainable solutions in a dynamic, growing organization.</p>
Responsibilities: <p><u><strong>WHAT YOU WILL BE DOING:</strong></u></p> <ul> <li>A key point of contact for customer and executive escalations striving towards creating connections, listening actively, and communicating openly and honestly while offering an exceptional customer experience</li> <li>Format, research, and respond to inquiries and complaints from government agencies such as the Canadian Transportation Agency (CTA), Department of Transportation (DOT)</li> <li>Review, confirm eligibility, and respond to Air Passenger Protection Regulations (APPR) compensation requests</li> <li>Act as the key liaison for Group travel, providing dedicated support and guidance throughout their travel journey</li> <li>Analyze all issues of customers and new products and advocate appropriate resolutions from leadership</li> <li>Take initiative on new projects where required, communicating effectively with project and business stakeholders</li> </ul>
Requirements: <p><u><strong>WHAT YOU BRING TO THE ROLE:</strong></u></p> <ul> <li>1-3 years of customer service experience, ideally with an above-average understanding of general airline operations and demonstrated ability to explain operational procedures thoughtfully and concisely to our customers</li> <li>Willingness and aptitude for effectively managing emotionally charged conversations with sensitivity to potentially highly visible customer contacts&nbsp;</li> <li>Strong customer relationship-building skills including empathy, humility, adaptability, poise, and persuasiveness</li> <li>A demonstrated comfort with the navigation and interpretation of the Canadian Transportation Agency (CTA), Department of Transportation (DOT), airline tariffs, and legal documentation.&nbsp;</li> <li>A pragmatic attitude that embraces learning and change, being part of a growing, dynamic business, wearing multiple hats, and collaboratively solving problems and making decisions.</li> <li>Proven ability to prioritize by shifting tasks as business dictates and to keep track of multiple communication types and open files&nbsp;</li> <li>Exceptional&nbsp;written and verbal communications skills&nbsp;with strong attention to detail</li> <li>Advanced understanding of all social media platforms</li> <li>Diploma or university degree or equivalent through a combination of education and/or experience</li> <li>Proficiency with Microsoft productivity tools such as Office, Teams, SharePoint</li> <li>Experience working in a highly collaborative, team-oriented environment</li> <li>Billingual - the ability to communicate effectively in both English and French is considered a strong asset</li> </ul>