Customer Service Representative, Boston (BOS) - Full Time

Full-time

East Boston, MA

Air Transportation

About the position

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

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 (BIR's) 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
• 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

Requirements

• 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