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.

Scope:

Reporting to the Team Care Manager, the Care Specialist will offer the highest level of customer service while providing employees, managers and third party with assistance regarding our different HR programs and Pay questions. 

Key functions and accountability:

• Provide timely resolution to employees’ inquiries via calls and/or emails, including concerns or issues to ensure a positive employee experience.
  
• Provide excellent customer service by demonstrating ownership of issues / concerns being raised by employees.
  
• Responsible for the day-to-day handling of employee reporting transactions in the HR Systems (time and attendance, job changes, personal information updates, etc.)
  
• 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 Team Lead
  

Qualifications

• Bachelor’s degree (an asset)
  
• Strong customer focus gained through previous customer service experience
  
• Ability to exercise impeccable judgment, confidentiality and demonstrate a high degree of tact and discretion at all times when dealing with employees and sensitive situations
  
• Ability to work under pressure with speed and accuracy and establish priorities while maintaining a high customer service level
  
• Excellent interpersonal and communication skills
  
• Excellent oral and written skills in English and French
  
• Proven problem resolution skills and the ability to multi-task
  
• PeopleSoft and Payroll systems knowledge and experience a strong asset
  
• Ability to work in a team-oriented environment
  
• Ability to quickly learn new systems
  
• Working knowledge of applications specific to HR (an asset) 
  
• Experience in recruitment or employee care (an asset)