Lead, Customer Service Representative, Full-Time - Montréal (YUL)

FUNCTION: Reporting to the Station Manager, Montreal, the Lead, Customer Service Representative will be responsible for overseeing and monitoring the day to day functions of all Customer Service Representatives. 

DUTIES AND RESPONSIBILITIES:

• Correctly identifies issues, views situations in their entirety and provides sound judgment in managing situations 

• Effective planning of resources, time, and manpower 

• Committed to customer satisfaction by exceeding customer expectations and helping others do the same 

• Ensure the smooth and timely operation of aircraft departure and arrivals 

• Open and close the station check- in and gate areas on a daily basis 

• Investigate and resolve customer inquiries and complaints 

• On time reporting for their scheduled shifts 

• Identify and address employee lateness and sick call policy 

• Administer the Payroll process when required 

• Complete Daily closeout reports to balance out sales and deposits 

• Assist with recruitment when required 

• Assist with training for station CSRs when required 

• Inventory control of (non catering and lounge) supplies 

• Assess the work performance and grooming standards of CSRs 

• Provide accurate, timely, and constructive feedback and coaching to all CSRs 

• Assist CSRs by delegating tasks to improve their efficiencies 

• Create team spirit and synergy 

• Reinforce the contribution of all team members 

• Provide customer feedback to Supervisor, Customer service and Station Manager 

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

• Additional duties as required

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 organization’s standards. 

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

QUALIFICATIONS: 

• Solid airline background with a minimum of 1 years experience 

• Knowledge of Navitaire system & Microsoft Office applications 

• Coordinating or supervisory background experience required 

• Superior oral and written communication skills 

• Energetic and a self-starter 

• Excellent interpersonal skills 

• Must be able to obtain an unrestricted airport security pass 

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

• Bilingual (English/French) 

• Post Secondary education 

• Work rotating shifts including days, afternoons, evenings, weekends, and holidays 

• Mandatory COVID-19 vaccination

LOCATION: Montréal (Montréal-Pierre Elliott Trudeau International Airport - YUL) #LI-DNI