Customer Service Representative

3 months ago

East Boston, United States Porter Airlines Full time

Job Summary:

Reporting to the Station Manager, Boston; the Customer Service Representative contributes to the efficient day-to-day operations of the department.

Duties & Responsibilities:

  • Provide high-quality customer service

  • Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage

  • Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight

  • Monitor carry-on luggage and aircraft doors

  • Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors

  • Assisting arriving passengers and oversee the International Arrivals baggage area

  • Provide assistance to passengers whose baggage is mishandled or damaged

  • Complete reports (BIRs) and handle entire tracing to recovery of mishandled bags

  • Arrange transportation method to restore the missing baggage to the rightful owner

  • Respond to all passenger inquiries via telephone and email

  • Maintain constant communication with the customer throughout the tracing or repair process

  • Maintain accurate records and update PNR files

  • Reconcile delivery service invoices

  • Process appropriate compensation when required (Delay bag vouchers)

  • Maintain commitment to the highest standard of customer service

  • Perform Aircraft Security Sweep as required by TSA

  • Groom the aircraft to ensure excellent passenger experience

  • Assist with stocking passenger lounge

  • Assist CSRs where required in performing other functions

  • Actively participate in Porters Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

  • Other Duties as assigned

Behavioural Competencies:

  • Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

  • Teamwork: Working collaboratively with others to achieve organizational goals.

  • Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

  • Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

  • Results Focus: Focusing efforts on achieving high quality results consistent with the organizations standards.

  • Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

  • Ability to work on a permanent basis in the USA

  • Experience in a customer service environment, preferably in the airline industry

  • Knowledge of baggage services handling procedures will be preferable

  • Ability to obtain necessary security clearances

  • Need to be detailed oriented

  • Possess the ability to multitask

  • Ability to work well in a team

  • Have a proven positive track record when handling difficult situations and customers

  • Dependability (must have a clear attendance record and reliable on time reporting for work)

  • Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays

  • Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis

  • Supports and adheres to all company policies

  • Ability to communicate and correspond clearly and precisely in English



Company Description:

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porters fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.

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