Employee Care Representative - Temporary

Air Canada; Dorval; On-site; CAD 45,000 - 65,000; Full time

Job summary

Air Canada in Dorval is seeking an Employee Care Representative to deliver top-tier service to employees and managers, addressing HR program inquiries and pay questions.

You will resolve issues via calls and emails, collaborate with HR partners, and ensure a positive employee experience while upholding Air Canada's standards of diversity and inclusion.

Qualifications

• Bachelor's degree (an asset).
• Experience in recruitment, employee care and/ or contact centre (an asset).
• Ability to focus and manage competing priorities in a fast-paced environment.
• Customer focused with a positive friendly approach.
• Excellent interpersonal and communication skills (verbal & written).
• Excellent Computer and MS Office skills and knowledge.
• Experience with HR Systems and/or ticketing systems such as Trutrack, People Soft, ServiceNow (an asset).

Responsibilities

• Provide excellent customer service by demonstrating ownership of issues / concerns raised by employees.
• Escalate processing issues with regards to day-to-day transactions or calls received.
• Work closely with the many other components of the HR function to resolve HR cases and address customer needs.
• Act as primary contact for employees regarding any HR programs or pay inquiries and ensure accurate response is provided.
• Liaise with internal HR stakeholders to ensure issues and concerns are addressed for more in-depth issues.
• Forward employee inquiries to third party vendors/outsourced providers (such as pension administrators, disability administrators and HR processing partners, etc...).
• Escalate and participate in the improvement of identified gaps in processes.
• Recognize and report unusual events or consistent problems areas to Supervisor.

Skills

Customer service

Interpersonal skills

Communication skills

Bilingual English/French

Recruitment experience

MS Office

Education

Bachelor's degree

Tools

Trutrack

PeopleSoft

ServiceNow

Job description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The Employee Care Representative will offer the highest level of customer service while providing employees, managers and third parties with assistance regarding our different HR programs and pay questions.

The Employee Care Representative will provide timely resolution to employee inquiries via calls and emails to ensure a positive employee experience.

Responsibilities

• Provide excellent customer service by demonstrating ownership of issues / concerns being raised by employees.
• Escalate processing issues with regards to day-to-day transactions or calls received.
• Works closely with the many other components of the HR function to resolve HR cases and address customer needs.
• Act as primary contact for employees regarding any HR programs or pay inquiries and ensure accurate response is provided.
• Liaise with internal HR stakeholders to ensure issues and concerns are addressed for more in-depth issues.
• Forward employee inquiries to third party vendors/outsourced providers (such as pension administrators, disability administrators and HR processing partners, etc...)
• Escalate and participate in the improvement of identified gaps in processes.
• Recognize and report unusual events or consistent problems areas to Supervisor.

Qualifications

• Bachelor's degree (an asset)
• Working knowledge of applications specific to HR (an asset)
• Experience in recruitment, employee care and/ or contact centre (an asset)
• Ability to focus and manage competing priorities in a fast-paced environment
• Customer focused with a positive friendly approach.
• Excellent interpersonal and communication skills (verbal & written).
• Excellent Computer and MS Office skills and knowledge
• Experience with HR Systems and/or ticketing systems such as Trutrack, People Soft, ServiceNow (an asset)

Conditions Of Employment

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Bilingual (English and French)

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.