Lead, Customer Service Representative- Halifax (YHZ)

Job Summary

This position will report to the Station Manager, Halifax. The Lead CSR will be responsible for overseeing and monitoring the day to day functions of all CSRs.

Duties & Responsibilities

• Correctly identifies issues, views situations in their entirety and provides sound judgment in managing situations
• Effective planning of resources, time, and manpower
• Committed to customer satisfaction by exceeding customer expectations and helping others do the same
• Ensure the smooth and timely operation of aircraft departure and arrivals
• Open and close the station check-in and gate areas on daily basis Finish
• Investigate and resolve customer inquiries and complaints
• On time reporting for their scheduled shifts
• Identify and address employee lateness and sick call policy
• Administer the payroll process when required
• Complete daily close out reports to balance out sales and deposits
• Assist with recruitment when required
• Assist with training for station CSRs when required
• Inventory control of (non-catering and lounge) supplies
• Assess the work performance and grooming standards of CSRs
• Provide accurate, timely, constructive feedback and coaching to all CSRs
• Assist CSRs by delegating tasks to improve their efficiencies
• Create team spirit and synergy
• Reinforce the contribution of all team members
• Provide customer feedback to Supervisor Customer Service (YHZ) & Station Manager.
• 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
• Additional duties as required
  
  

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

• Airline background with a minimum of 1 year experience
• Knowledge of Navitaire system & Microsoft Office applications
• Coordinating or supervisory background experience required
• Superior oral and written communication skills
• Energetic and a self-starter
• Excellent interpersonal skills
• Must be able to obtain an unrestricted airport security pass
• Dependability (must have a clear attendance record and reliable on time reporting for work).
• Post-secondary education
• Work rotating shifts including days, afternoons, evenings, weekends, and holidays
  
  

Location

Halifax (Halifax Stanfield International Airport - YHZ)

Company Description

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 a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.