Employee Care Representative - Temporary

Air Canada; Dorval; On-site; CAD 42,000 - 58,000; Full time

Job summary

A major North American airline is seeking an Employee Care Representative to offer top-notch customer service while assisting employees with HR programs and pay inquiries. You will handle queries via calls and emails, ensuring a positive experience. Candidates should possess excellent communication skills, be bilingual in English and French, and be customer-focused. Experience in HR systems and a bachelor’s degree are preferred. This role is located in Dorval, Quebec.

Qualifications

• Demonstrated punctuality and dependability in a team.
• Ability to provide timely resolution to employee inquiries.
• Experience in recruitment, employee care, or contact center.

Responsibilities

• Provide excellent customer service and ownership of issues.
• Act as primary contact for employees regarding HR programs.
• Liaise with internal HR stakeholders for issue resolution.

Skills

Customer focused

Excellent interpersonal skills

Abilities in managing competing priorities

Bilingual (English and French)

Education

Bachelor’s degree

Tools

HR Systems

MS Office

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)
• Demonstrate punctuality and dependability to support overall team success in a fast‑paced environment.

Conditions of Employment

Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

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.