Customer Sales & Service Representative (6-Month term)

Requirements

• 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.
• Knowledge:
• 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.
• Abilities:
• Abilit

Benefits

Additional Information

Job Posting Title Customer Sales & Service Representative (6-Month term) Job Category Customer Service Language Requirements Bilingual Preferred / Bilingue de préférence In the event a qualified bilingual candidate is not found, a qualified unilingual candidate will be considered. / Dans l'éventualité où un candidat bilingue qualifié n'est pas disponible, un candidat unilingue qualifié sera considéré. Flexible Work Agreement Type Hybrid / Hybride Posting End Date 2026-07-01 Job Grade ATP-6 Pay Range $88 798 - $110 997 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'S 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. Job Description What NAV CANADA offers you: Challenging, team-oriented work environment Competitive compensation and benefits Defined benefit pension plan Opportunities for growth and development Flexible work arrangements Diverse and inclusive workforce Key Accountabilities: Assume responsibility for NAV CANADA's 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. 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's 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's 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'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. 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.

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