Customer Sales & Service Representative (6-Month term)

NAV CANADA•Ottawa, ON

2d•CA$88,798 - CA$110,997•Hybrid

About The Position

Reporting to the Manager, Customer and Stakeholder Services, this position requires a comprehensive understanding of NAV CANADA and its role, mandate, and objectives, including a strong grasp of its rate structure and service charges. The role is responsible for providing exceptional customer service to all Stakeholders, making recommendations on customer service standards, and documenting policies and procedures. The ideal candidate will be an experienced and outstanding Customer Service Specialist responsible for answering customer inquiries, providing information, solving customer issues, and processing orders for Aeronautical Publications while adhering to a production schedule. This position demands strong interpersonal skills, adaptability to change, multitasking abilities, effective communication, and reliable customer service skills.

Requirements

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 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 stakeholders.
Knowledge of the Air Navigation System and its components.
Knowledge of NAV CANADA’s role and mandate.
Knowledge of NAV CANADA’s rate structure and Customer Guide to charges.
Knowledge of the Aeronautical Publications, their available formats, and the production schedules followed.
Ability to learn quickly, adjust, and be receptive to change.
Ability to communicate effectively, both written and verbally.
Patience when dealing with difficult situations.
Ability to diffuse difficult conversations.
Ability to 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.
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.
Must meet the security requirement of the position.
Must be legally able to work in Canada.

Nice To Haves

Bilingual Preferred / Bilingue de préférence

Responsibilities

Assume responsibility for NAV CANADA’s 1-800 Customer and Stakeholder Services toll free lines, email Inboxes, mail, and fax.
Serve as the central point of contact for domestic and international air carriers, general aviation pilots, and other customers and stakeholders worldwide regarding 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.
Act as the main point of contact between the company and stakeholders to facilitate the resolution of any issues related to NAV CANADA initiatives.
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.
Maintain continual awareness of NAV CANADA’s initiatives and activities to assist with responding to incoming inquiries, including knowing where to obtain information.
Remain aware of stakeholder activities and identify those requiring NAV CANADA’s attention.
Represent NAV CANADA at national and international events to promote the services of the corporation and respond to inquiries.
Process all aeronautical product sales order transactions through automated systems for internal, external customers, and third-party distributors, including the coordination 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’s website and online store, manage the process of generating renewal notices, etc.
Conduct regular review and assessment of customer service procedures and standards and update as required.