Lead, Customer Service Representative - Montreal (YUL) en Porter Airlines Inc.

Job Summary:

Reporting to the Supervisor group you will be responsible for overseeing and monitoring the daily functions of the CSR group. You will play a key leadership role in guiding and coaching the Customer Service Representatives (CSRs) to ensure smooth and effective daily operations. Beyond frontline support, you will work behind the scenes to optimize processes and set the operation up for success.

You’ll be responsible for resource deployment, team development, and fostering a high-performance culture that aligns with Porter’s core objectives of Safety, Reliability, and Service. As the first level of leadership within the CSR and Airport Operations Team, you will collaborate closely with cross-functional departments to deliver a safe, efficient, and exceptional travel experience for our passengers

Duties & Responsibilities:

• Correctly identify issues, view situations in their entirety and provide sound judgment in managing challenging situations
• Effectively plans and manages resources, time, and team members
• Demonstrates commitment to customer satisfaction by exceeding customer expectations and coaching team members to do the same
• Promote an operationally safe environment, ensuring that team members are following proper Porter safety procedures
• Responsible for ensuring safe and efficient handling of aircraft departure and arrivals
• Adhere to company policies and procedures, supporting fellow team members to do the same
• Responsible for opening and closing the station check- in, and gate areas on a daily basis
• Investigate and resolve customer inquiries and complaints
• Identify and report employee lateness/attendance issues daily
• Assist training for CSRs when required
• Assess the work performance and grooming standards of CSRs
• Provides accurate, timely, constructive feedback and coaching
• Assist CSRs and delegate tasks to improve their efficiencies  
• Create and encourage team spirit and synergy
• Reinforce the contribution of all team members  
• Provide customer feedback to Supervisor Customer Service and the Management Team
• 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:

• Ability to work on a permanent basis in Canada.
• Requires at least 2 years of airline experience
• Knowledge and proficiency in Navitaire/Go Now, Smartsuite and Google office suite
• Coordinator or supervisory background preferred
• Bilingual in English and French is required
• Energetic and a self-starter
• College level education preferred
• Duties require professional and superior verbal and written communication skills
• Positive track record of establishing/maintaining positive and cooperative working relationships with others
• Dependability (must have a good attendance record and reliable on-time reporting for work)
• Excellent oral and written communication skills
• Must be flexible and adaptable on a day to day basis and flexibility to work a variety of shifts
• Ability to problem solve and make decisions to enhance organizational effectiveness
• Excellent time management and multi-tasking skills
• Attention to detail; the capacity to prioritize by assessing situations to determine urgency

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 X.

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