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About the Role
The Customer Service Representative role offers an opportunity to grow customer service skills while developing with one of Canada's top-rated airlines during a period of expansion. This position is within a dynamic, fast-paced environment that promotes equality and growth.
Responsibilities
- Provide high-quality customer service.
- Check-in passengers for flights at ticket counters, assigning seats, directing passengers, and checking documentation while ensuring timely and accurate luggage delivery.
- Perform pre-flight check-in procedures, including seat assignment, gate announcements, issuing boarding passes, and boarding the flight.
- Monitor carry-on luggage and aircraft doors.
- Assist passengers with special needs, including disabled, wheelchair, and unaccompanied minor passengers.
- Assist arriving passengers and oversee the International Arrivals baggage area.
- Provide assistance to passengers with mishandled or damaged baggage.
- Complete reports (BIR’s) and handle tracing and recovery of mishandled bags.
- Arrange transportation to restore missing baggage to the owner.
- Respond to 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.
- Assist CSR’s where required in performing other functions.
- Actively participate in Porter’s Safety Management System (SMS), including reporting hazards and incidents, and promoting the Company Safety Policy.
- Other Duties as assigned.
Requirements
- Ability to work on a permanent basis in Canada.
- At least 2 years of experience in a customer service role, preferably in the airline industry.
- Must be computer savvy with working knowledge of Google Docs, Sheets, and Calendar.
- Knowledge of baggage services handling procedures is preferable.
- Ability to obtain necessary security clearances.
- Must be detail-oriented.
- Possess the ability to multitask.
- Ability to work well in a team.
- Proven positive track record when handling difficult situations and customers.
- Dependability, including a clear attendance record and reliable on-time reporting for work.
- Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays.
- Ability to work 25-30 hours per week (part-time).
- Capable of lifting/pushing/pulling up to 50lbs on a regular basis.
- Able to safely operate/push passengers in wheelchairs from arrival to aircraft and vice-versa.
- Supports and adheres to all company policies.
- Ability to communicate and correspond clearly and precisely in English.
Skills
- Customer Service
- Baggage Handling Procedures
- Computer Savvy
- Google Docs
- Google Sheets
- Google Calendar
- Multitasking
- Teamwork
- Communication
- Safety Management System (SMS)
Location
- Toronto (Billy Bishop Toronto City Airport - YTZ)
Work Type
- Part-time
- Onsite
Experience Level
- 2+ years customer service experience
Benefits
- RRSP Matching (CA only)
- Health & Dental coverage (full time)
- Medical coverage (Part Time or None for US)
- Unlimited staff travel perks to Porter destinations
About the Company
- Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm.
- Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America.
- Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®.