Job Description

Job Posting Title Customer Service Specialist

Job Category Customer Service

Language Requirements Bilingual / Bilingue

In the event a qualified bilingual candidate is not found, a qualified unilingual candidate will be considered. / Dans l\xe2\x80\x99\xc3\xa9ventualit\xc3\xa9 o\xc3\xb9 un candidat bilingue qualifi\xc3\xa9 n\xe2\x80\x99est pas disponible, un candidat unilingue qualifi\xc3\xa9 sera consid\xc3\xa9r\xc3\xa9.

Posting End Date 2023-10-01

Job Grade ATP-6

Pay Range $78,942 - $98,677

Job Summary Reporting to the Manager, Customer and Stakeholder Services, this position has a comprehensive understanding of NAV CANADA and its role, mandate, and objectives. This role requires a strong understanding of NAV CANADA\xe2\x80\x99S rate structure and service charges. The role is responsible for providing exceptional customer service to all Stakeholders, while also making recommendations on customer service standards for the documentation of policies and procedures for the unit.

We are looking for an experienced and outstanding Customer Service Specialist to join our team. You will work as a key member responsible for answering customer inquiries and providing information and helping to solve customer inquiries, along with being responsible and accountable for processing orders for Aeronautical Publications while adhering to a production schedule. This position requires a person with strong interpersonal skills, ability to adapt to change, ability to multi-task, strong communication, and reliable customer service skills.



What NAV CANADA offers you:

• Challenging, team-oriented work environment
• Competitive compensation and flexible benefits
• Defined benefit pension plan
• Opportunities for growth and development
• Flexible work arrangements
• Diverse and inclusive workforce

Key Accountabilities:

• Assume responsibility for NAV CANADA\xe2\x80\x99s 1-800 Customer and Stakeholder Services toll free lines, email Inboxes, mail, and fax. The central point of contact for domestic and international air carriers, general aviation pilots and other customers and stakeholders worldwide with regards to financial, operational, and general inquiries, issues and concerns.
• Coordinate and facilitate the timely and complete resolution of customer inquiries of an operational, corporate, financial or publication nature, through appropriate recording, tracking and follow up.
• Main point of contact between the company and stakeholders to facilitate the resolution of any issues related to NAV CANADA initiatives. This includes recommending approaches and strategies for conveying information to effectively inform/educate diverse audiences and stakeholders including the general aviation.
• Manage and prepare license agreements between NAV CANADA and stakeholders for access to various NAV CANADA platforms and systems. Create accounts and provide support to stakeholders accessing these platforms and systems and proactively inform them of outages.
• Continual awareness of NAV CANADA\xe2\x80\x99s initiatives and activities to assist with responding to incoming inquiries, including knowing where to gain the information from.
• Remain aware of stakeholder activities and identify those requiring NAV CANADA\xe2\x80\x99s attention.
• Represent NAV CANADA at national and international events to promote the services of the corporation and to respond to inquiries.
• Process all aeronautical product sales order transactions through automated systems for internal, external customers and third-party distributors, including the co-ordination of credit notes within a cyclical timeline. Produce related departmental reports.
• Provide customer communication of product improvement initiatives including modernization of products, distribution process, point of sale system administration, coordination, rollout and implementation and management of special projects.
• Adhere to a production schedule, update website order forms and product information on NAV CANADA\xe2\x80\x99s website and online store, manage the process of generating renewal notices. providing the quantities required for the printing of aeronautical publications and provide an electronic file containing the mailing labels for subscription orders to be filled and mailed by the printers.
• Conduct regular review and assessment of customer service procedures and standards and update as required.

Job Requirements

Education:

• Completion of a post-secondary education and experience relevant to the duties of the position, or an acceptable combination of education, training, and experience.

Experience:

• Experience coordinating, facilitating, and responding to stakeholder inquiries and disputes.
• Experience recording and tracking inquiries using a Case Management System.
• Experience providing communication of product or service improvement initiatives to both internal and external stakeholders.
• Experience providing timely feedback to company management regarding challenges or Stakeholder concerns.
• Experience communicating and explaining procedures, guidelines, and policies to both internal and external stakeholder.
• Experience creating reports and performing calculations and estimates.
• Experience processing customer orders, modifications and returns.
• Experience multi-taking in a changing environment, while being bound by a production schedule and cyclical deadlines.
• Experience working in a call centre environment would be an asset.

Knowledge:

• Knowledge of the Air Navigation System and its components.
• Knowledge of NAV CANADA\xe2\x80\x99s role and mandate.
• Knowledge of NAV CANADA\xe2\x80\x99s rate structure and Customer Guide to charges.
• Knowledge of the Aeronautical Publications, their available formats and the production schedules followed.
• Knowledge of the overall aviation industry.
• Knowledge of accounts receivable processes and procedures.

Abilities:

• Learn quickly, adjust and be receptive to change.
• Communicate effectively, both written and verbally.
• Exhibit patience when dealing with difficult situations.
• Diffuse difficult conversations.
• Multitask, prioritize, and follow through with projects from start to finish.
• Ability to use Microsoft office tools (Outlook, Word, Excel), and the ability to learn new systems efficiently and effectively.

Personal Suitability:

• Dependable and responsible.
• Works well in teams, displaying flexibility and openness when dealing with others.
• Excellent time management skills.
• Leadership and motivation skills to positively influence culture.
• Strong attention to detail capabilities.
• Committed to continual education about the company, products, and services.

Working conditions:

• This position is based at Ottawa Head Office but may be eligible for a flexible work arrangement.
• Occasional travel required.

NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society. If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply. NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.

Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require. NAV CANADA will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.

The successful candidate must meet the security requirement of the position and be legally able to work in Canada.

At NAV CANADA, safety is our priority. We require pre-employment drug screening for all candidates offered positions designated as safety sensitive in accordance with NAV CANADA\xe2\x80\x99s Drug and Alcohol policy.

We thank all applicants for their interest; only those selected for an interview will be contacted.

Nav Canada