Porter Airlines has revolutionized short-haul flying with 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®.
The airline currently offers flights to Toronto, Ottawa, Montreal, Quebec City, Fredericton, Saint John, Moncton, Halifax, St. John’s, Stephenville, N.L, Thunder Bay, Sault Ste. Marie, Sudbury, Timmins, Windsor, New York (Newark), Chicago (Midway), Boston and Washington (Dulles), and has seasonal flights to Mt. Tremblant, Que., Muskoka, Ont., and Myrtle Beach, S.C.
FUNCTION: Reporting to the Assistant Manager, Customer Service – YTZ, with day to day oversight from the Supervisor, Customer Service, and working collaboratively with the broader team, the Customer Service Representative contributes to the efficient day-to-day operations of the department and delivers an elevated level of attentive and thoughtful service to Porter passengers.
DUTIES AND RESPONSIBILITIES:
Demonstrate a refined level of Customer Service
Check-in passengers for flights at the ticket counter, assign seats, issue boarding passes and verify passenger identification and travel documents
Tag passenger bags to correct destinations
Board passengers onto flights, tag gate checked bags and verify travel documents
Make pre-boarding and general boarding announcements
Monitor carry-on luggage and operate jetways, canopies and aircraft doors
Assist all passengers with special needs including passengers in wheelchairs, unaccompanied minors, visual and hearing impaired passengers
Assist arriving passengers and oversee the Domestic and International Arrivals baggage area
Verify identification and direct connection passengers through the airport
Provide assistance to passengers whose baggage is mishandled or damaged
Maintain accurate records and update passenger files
Complete detailed and Accurate pre-departure paperwork, including Weight and Balance.
Assist other CSR’s where required in performing other functions
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
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 organization’s 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 Canada
Experience in a customer service environment, preferably in the airline industry
Ability to obtain necessary security clearances
Able to work in a fast-paced environment
Able to multitask and handle stressful situations
Need to be detailed oriented
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
Must be able to assist with wheelchair transfers and all special service request passengers
Supports and adheres to all company policies
Ability to communicate and correspond clearly and precisely in English
LOCATION: Billy Bishop Toronto City Airport - YTZ