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Passenger Services Associate

2 months ago

Boston, Massachusetts, United States Porter Airlines Full time

Position Overview:

As a vital member of the team, the Customer Service Representative plays a key role in ensuring the smooth daily operations of the department under the guidance of the Station Manager.

Key Responsibilities:

  • Deliver exceptional customer service to all passengers.
  • Facilitate passenger check-in at ticket counters, which includes seat assignments, directing to gates, and verifying travel documentation to ensure timely luggage delivery.
  • Conduct pre-flight check-in tasks such as issuing boarding passes, making gate announcements, and managing boarding processes.
  • Oversee carry-on luggage and aircraft door operations.
  • Assist passengers with special requirements, including those with disabilities, wheelchair users, and unaccompanied minors.
  • Support arriving passengers and manage the International Arrivals baggage area.
  • Provide assistance for mishandled or damaged baggage.
  • Complete necessary reports and manage the tracing and recovery of lost luggage.
  • Coordinate transportation to return missing baggage to its owner.
  • Address passenger inquiries through various communication channels.
  • Maintain ongoing communication with customers throughout the baggage tracing or repair process.
  • Keep accurate records and update Passenger Name Record (PNR) files.
  • Reconcile delivery service invoices.
  • Process compensation claims when applicable.
  • Uphold the highest standards of customer service.
  • Conduct Aircraft Security Sweeps as mandated.
  • Prepare the aircraft to enhance passenger experience.
  • Assist in stocking the passenger lounge.
  • Support fellow Customer Service Representatives in various tasks.
  • Actively engage in the Porters Safety Management System, reporting any hazards or incidents encountered during operations.
  • Perform additional duties as assigned.

Essential Competencies:

  • Safety Awareness: Recognizing and addressing hazardous situations to maintain a safe environment.
  • Collaboration: Working effectively with colleagues to achieve shared goals.
  • Customer Service Excellence: Delivering outstanding service to both internal and external customers.
  • Proactive Approach: Addressing issues and opportunities with initiative.
  • Results Orientation: Striving for high-quality outcomes that align with organizational standards.
  • Effective Communication: Engaging in open and respectful dialogue with diverse audiences.

Qualifications:

  • Eligibility to work permanently in the USA.
  • Experience in customer service, ideally within the airline sector.
  • Familiarity with baggage handling procedures is preferred.
  • Ability to obtain necessary security clearances.
  • Detail-oriented with strong multitasking abilities.
  • Team player with a proven record of managing challenging situations.
  • Dependable with a reliable attendance history.
  • Willingness to work rotating shifts, including weekends and holidays.
  • Capability to lift/push/pull up to 50lbs regularly.
  • Commitment to adhering to company policies.
  • Strong communication skills in English.

Company Overview:

Porter Airlines has been enhancing the economy air travel experience since its inception, offering genuine hospitality with a touch of style and care. Operating a fleet of modern aircraft, Porter serves a comprehensive North American network from Eastern Canada, and is recognized as an Official 4 Star Airline.