Fixed Term, Part-Time Airline Customer Service Representative - Montreal

FUNCTION:  Reporting to the Station Manager – YUL; the Customer Service Representative contributes to the efficient day-to-day operations of the department.

DUTIES AND RESPONSIBILITIES:

• Provide high quality customer service to passengers

• 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 jet ways, 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

• Assist with the stocking and maintenance of passenger lounges

• Provide assistance to passengers whose baggage is mishandled or damaged

• Maintain accurate records and update passenger files

• 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

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

• 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

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:

• Montreal Pierre Elliott Trudeau International Airport - YUL