Customer Service Representative

23 hours ago


Boston, Massachusetts, United States Porter Airlines Full time
{"Job Title": "Customer Service Representative", "Job Summary": "At Porter Airlines, we're elevating the experience of economy air travel for every passenger. As a Customer Service Representative, you'll play a key role in delivering genuine hospitality with style, care, and charm.

Responsibilities:

* Provide high-quality customer service to internal and external customers
* Check-in passengers for flights, assign seats, and direct them to their gates
* Monitor carry-on luggage and aircraft doors
* Assist passengers with special needs, such as disabled and wheelchair passengers, and unaccompanied minors
* Provide assistance to passengers whose baggage is mishandled or damaged
* Complete reports and handle tracing to recovery of mishandled bags
* Maintain accurate records and update PNR files
* Reconcile delivery service invoices
* Process compensation when required
* 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
* Actively participate in Porters Safety Management System (SMS)

Behavioural Competencies:

* Concern for Safety: Identifying hazardous situations and taking appropriate action
* Teamwork: Working collaboratively with others to achieve organizational goals
* Passenger/Customer Service: Providing service excellence to internal and/or external customers
* Initiative: Dealing with situations and issues proactively
* Results Focus: Focusing efforts on achieving high-quality results
* Fostering Communication: Listening and communicating openly with different audiences

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:

Porter Airlines has been elevating the experience of economy air travel for every passenger since 2006. Our 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](http://www.flyporter.com) or follow @porterairlines on Instagram, Facebook, and Twitter.

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