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    Customer Service Representative - East Boston, United States - Porter Airlines

    Porter Airlines
    Porter Airlines East Boston, United States

    2 weeks ago

    Default job background
    Full time
    Description

    Job Summary:

    Reporting to the Station Manager, Boston; the Customer Service Representative contributes to the efficient day-to-day operations of the department.

    Duties & Responsibilities:
  • Provide high-quality customer service
  • Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage
  • Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight
  • Monitor carry-on luggage and aircraft doors
  • Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors
  • Assisting arriving passengers and oversee the International Arrivals baggage area
  • Provide assistance to passengers whose baggage is mishandled or damaged
  • Complete reports (BIRs) and handle entire tracing to recovery of mishandled bags
  • Arrange transportation method to restore the missing baggage to the rightful owner
  • Respond to all 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
  • Perform Aircraft Security Sweep as required by TSA
  • Groom the aircraft to ensure excellent passenger experience
  • Assist with stocking passenger lounge
  • Assist CSRs where required in performing other functions
  • Actively participate in Porters 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 organizations 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 the USA
  • Experience in a customer service environment, preferably in the airline industry
  • Knowledge of baggage services handling procedures will be preferable
  • Ability to obtain necessary security clearances
  • Need to be detailed oriented
  • Possess the ability to multitask
  • Ability to work well in a team
  • 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
  • Supports and adheres to all company policies
  • Ability to communicate and correspond clearly and precisely in English
    • 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. Porters 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 or follow @porterairlines on Instagram, Facebook and Twitter.

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