Customer Service Representative

4 days ago

Newark, New Jersey, United States Porter Airlines Full time
Job Summary

As a key member of our team at Porter Airlines, the Airport Service Ambassador plays a vital role in ensuring the smooth operation of our day-to-day activities. Reporting to the Station Manager, Newark, this individual will contribute to the efficient delivery of exceptional customer service and support the overall success of our airline.

Key Responsibilities
  • Customer Service: Provide high-quality service to passengers, ensuring their needs are met and exceeded.
  • Flight Operations: Assist with pre-flight check-in procedures, including seat assignments, gate announcements, and boarding passes.
  • Luggage Handling: Monitor carry-on luggage and aircraft doors, ensuring the timely and accurate delivery of passenger luggage.
  • Special Assistance: Assist passengers with special needs, such as disabled and wheelchair passengers, and unaccompanied minors.
  • Baggage Resolution: Provide assistance to passengers whose baggage is mishandled or damaged, completing reports and handling tracing to recovery.
  • Communication: Respond to passenger inquiries via telephone and email, maintaining constant communication throughout the tracing or repair process.
  • Record Keeping: Maintain accurate records and update PNR files, reconciling delivery service invoices as needed.
  • Compensation: Process appropriate compensation when required, including delay bag vouchers.
  • Aircraft Security: Perform Aircraft Security Sweep as required by TSA, ensuring the highest standard of security.
  • Teamwork: Assist CSR's where required in performing other functions, actively participating in Porter's Safety Management System (SMS).
Behavioural Competencies
  • Concern for Safety: Identify hazardous or potentially hazardous situations and take appropriate action to maintain a safe environment for self and others.
  • Teamwork: Work collaboratively with others to achieve organizational goals.
  • Passenger/Customer Service: Provide service excellence to internal and/or external customers (passengers).
  • Initiative: Deal with situations and issues proactively and persistently, seizing opportunities that arise.
  • Results Focus: Focus efforts on achieving high-quality results consistent with the organization's standards.
  • Fostering Communication: Listen and communicate 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 detail-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).

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