Customer Service Representative

4 months ago

Newark, United States Porter Airlines Full time

Job Summary:

Reporting to the Station Manager, Newark; 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 enquiries 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 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 multi-task
  • 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 (Required)


Company Description:

Porter Airlines provides a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. 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. Details of Porter's North America-wide service plans are available at flyporter.com.

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