Customer Service Representative – Part Time, Montreal

Job title: Customer Service Representative – Part Time, Montreal

Job description: Job Description:

Job Summary

Reporting to the Station Manager, Montreal – YUL 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 & 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
• Ensure the aircraft is clean prior to departure
• 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.

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 and French

Company Description

Porter Airlines provides 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®. Visit or follow @porterairlines on Instagram, Facebook and Twitter. Details of Porter’s North America-wide service plans are available at lyporter.com.

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