Customer Service Representative - Boston - BOS, Full-Time - Porter Airlines Inc.

Job Summary:

Reporting to the Station Manager, Boston; the Customer Service Representative contributes to the efficient day-to-day operations of the department.

Duties & Responsibilities:

• Provide high-quality customer service

• Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage

• Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight

• Monitor carry-on luggage and aircraft doors

• Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors

• Assisting arriving passengers and oversee the International Arrivals baggage area

• Provide assistance to passengers whose baggage is mishandled or damaged

• Complete reports (BIR’s) and handle entire tracing to recovery of mishandled bags

• Arrange transportation method to restore the missing baggage to the rightful owner

• Respond to all passenger inquiries via telephone and email

• Maintain constant communication with the customer throughout the tracing or repair process

• Maintain accurate records and update PNR files

• Reconcile delivery service invoices

• Process appropriate compensation when required (Delay bag vouchers)

• Maintain commitment to the highest standard of customer service

• Perform Aircraft Security Sweep as required by TSA

• Groom the aircraft to ensure excellent passenger experience

• Assist with stocking passenger lounge

• Assist 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 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 detailed oriented

• Possess the ability to multitask

• 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

Company Description: