Customer Service Representative

Job Summary

Thank you for your interest in joining the Porter team. Applications for this job offer will be considered for current and future vacant positions. We will review your application with interest, but the response time may vary depending on the availability of start dates.

If your application is selected for the next stage of the recruitment process, we will contact you as positions become available.

Please note that this applies only to the Customer Service Representative position. If you have applied for other positions within the company, you will receive a response from us within the communicated timeframe.

WHY CHOOSE PORTER AIRLINES?

The Customer Service Representative position will not only give you the opportunity to improve your customer service skills but also the opportunity to grow alongside one of Canada's top-rated airlines as we enter an exciting phase of growth and expansion. This is your chance to work with a dynamic team, in a fast-paced environment that promotes equality and development.

WHAT BENEFITS DOES WORKING AT PORTER OFFER?

Porter gives you the opportunity to participate in our excellent benefits programs, such as matching RRSP contributions, health care coverage, and, of course, unlimited access to incredible staff travel benefits to Porter destinations, whether you work for us part-time or full-time!

HOW CAN WE HELP YOU DEVELOP?

At Porter, we want to see you grow and succeed. That's why we offer our team members many networking programs, which allow you not only to expand your skills but also to learn more about the many teams and departments that contribute to our 4-star Skytrax rating.

WHO IS THIS POSITION FOR?

We are looking for outgoing, motivated, and dynamic individuals who want to start their career in aviation. Our fast-paced airport environment is the ideal place for people who enjoy being active, meeting challenges, and providing exemplary customer service.

Duties and responsibilities

• Provide high-quality customer service.
• Check-in passengers at counters by assigning seats, directing them to their boarding gate, and verifying travel documents, while ensuring prompt and accurate delivery of passenger luggage.
• Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes, and boarding passengers.
• Monitor cabin baggage and operate jet bridges, canopies, and aircraft doors.
• Assume responsibility for unaccompanied minors during their travels.
• Provide assistance to persons with disabilities or reduced mobility, including wheelchair assistance.
• Assist arriving passengers and supervise the baggage area for outbound flights.
• Provide assistance to passengers with damaged baggage or mishandled baggage.
• Complete reports (baggage issue report) and handle full tracing until recovery of mishandled baggage.
• Arrange transportation for returning missing baggage to the rightful owner.
• Answer all passenger inquiries by phone and email.
• Maintain constant communication with customers throughout the baggage search or repair process.
• Maintain accurate records and update passenger files.
• Reconcile delivery service invoices.
• Maintain a commitment to the highest standards of customer service.
• Assist customer service representatives in performing other duties as needed.
• Actively participate in Porter's safety management system, including reporting hazards and incidents encountered in daily operations; understand, comply with, and promote the company's safety policy.
• Perform other duties as needed.

Behavioral Skills

• Safety Awareness: Identify dangerous or potentially dangerous situations and take appropriate measures to maintain a safe environment for oneself and others.
• Communication Focus: Listen and communicate openly, honestly, and respectfully with different audiences, promote dialogue, and seek consensus.
• Teamwork: Work collaboratively with others to achieve organizational goals.
• Passenger and Customer Service: Provide an unparalleled experience to internal or external customers (passengers).
• Initiative: Proactively and persistently manage situations and problems by seizing opportunities.
• Results-Oriented: Focus efforts on achieving high-quality results in accordance with company standards.

Qualifications

• Ability to work permanently in Canada.
• At least 2 years of customer service experience, preferably in the airline industry.
• Computer proficiency and working knowledge of Google Docs, Sheets, and Calendars.
• Knowledge of baggage handling procedures will be preferred.
• Ability to obtain necessary security clearances.
• Attention to detail.
• Ability to multitask.
• Ability to work well in a team.
• Proven track record in managing difficult situations and customers.
• Reliability (must have good attendance records and demonstrate punctuality and reliability in work attendance).
• Ability to work rotating shifts, including days, afternoons, evenings, weekends, and holidays.
• Ability to work 20 to 25 hours per week.
• Ability to lift/push/pull up to 50 lbs on a regular basis.
• Must be able to safely escort individuals in wheelchairs, from their arrival at the airport to the aircraft, and then from the aircraft to their exit point from the airport.
• Support and adhere to all company policies.
• Ability to communicate clearly and accurately in French and English.

Company Description

Since 2006, Porter Airlines has been elevating the economy experience for every passenger by providing a warm welcome focused on style, attention, and charm. Its fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including the trans-Canadian network, the United States, Mexico, the Caribbean, and Central America. Headquartered in Toronto, Porter Airlines is an official 4-star airline in the World Airline Ratings™.

Visit www.flyporter.com/fr-ca/ or follow @porterairlines on Instagram, Facebook, and X.

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