Come Fly with Us!The Nanaimo Airport is Hiring.

Social Media Coordinator/Customer ServiceRepresentative

The Nanaimo Airport Commission is currently seeking a Social Media Coordinator/Customer Service Representative. This positionwill primarily take the lead on social media coordination and provide customer service, particularly at peak times in the airport.This is a full-time position, Wednesday through Sunday, 9:30 am –6:00 pm.We offer an attractive wage and a full benefits package after completion of a 3-month probationary period.

Your Role

As a member of the Customer Service Team,you will be responsible for contributing to the Nanaimo Airport’s overall success in two ways, coordinating our social media presence and by helping our guests at the airport, particularly at peak times. On the social media side, you will focus on growing NAC’s online audience through engagement and acquisition. Primary responsibilities will be to curate and create engaging text, image, and video content in conjunction with the team while providing prompt, accurate and professional responses to Nanaimo Airport customer enquiries. As a member of our Customer Service team,you will answer customer enquiries, and work to resolve any issues in a timely manner.

Responsibilities, Social Media Coordinator:

Working with the Marketing Manager and Customer ServiceAdvisor and team,

  • Plan and execute online strategies for social media enhancements at the Nanaimo airport
  • Facilitate conversations with customers and respond to queries
  • Establish a community of engaged followers for the Nanaimo Airport brand
  • Develop a posting calendar for each social media platform
  • Provide direction to the customer care team on social media posts
  • Work with the entire marketing and customer service team to produce integrated content
  • Develop new ways to attract prospective customers, including campaigns and promotions
  • Maintaining a strong understanding of working in an 24/7 operational environment
  • Monitor and measure key metrics (growth, engagement, reach, impressions) and create monthly metrics reports

Responsibilities, Customer Service Representative

Working with the Customer ServiceAdvisor and team, you are the first point of contact for customers at the Nanaimo Airport. Duties are as follows:

  • Receive incoming calls and in-person enquires from the public.
  • Use sound judgment and make decisions within established procedures for each inquiry
  • Be flexible and adaptable to assist with other tasks when assigned
  • Ensure that all public areas of the terminal are tidy and presentable
  • Assist with passenger queuing and other passenger related tasks as requested
  • Display extensive knowledge of the airport including current service enhancements, expansion plan, upcoming events or changes of the tenants of the terminal that affect the public.
  • Assess and resolve phone, in-person and online enquiries, requests and complaints, as the first point of contact in the terminal building.
  • Assist with collection of additional parking fees on behalf of the NAC.
  • Assist with the retrieval of holds and lost and found items.
  • Assist with executing airport events and activities.
  • Backfill for the holidays and/or sick daysas required

Qualifications and Experience

  • 2 years’ social media experience in a business environment; you are the right candidate if you have been the go-to person in your organization for Facebook, Twitter, Trip Advisor
  • Self-starter, an excellent communicator, and a creative thinker with an ability to use data make informed decisions
  • Excellent organizational, time management and copy-editing skills
  • Strong language skills - ability to write creatively for your audience
  • Strong customer focus; minimum two years’ customer service experience preferred
  • Graphic design, photography, filming and video editing experience preferred
  • Understanding of the importance of following branding and communications guidelines in creating social media content
  • Professional and computer savvy
  • Must be able to pass security clearance

Work Environment and Physical Demands

  • Work area is mainlyindoors in a climate-controlled environment with moderate background noise; occasional outdoor work where noise levels can be considerable
  • You must be able to be mobile for a good portion of your working day
  • You will be required to wear an NAC issue jacketwhile on shift

At the Nanaimo Airport, safety is our #1 concern and is cultivated by all employees. We promote a shared culture of safety and lead by example. As an employee of the Nanaimo Airport Commission, you will undergo safety and security training specific to airport operations.

The Nanaimo Airport Commission offers an exceptional working environment where teamwork is the norm and collectively, we make things happen. We offer training and support to help our employees succeed in their roles.

To apply for this opportunity, submit your resume and cover letter in pdf format including why you are the right candidate for this position to . Applications will be accepted until 4:30pm on Friday, July 20, 2018. We look forward tohearing from you.