About the position
The Customer Service Representative (CSR) at Porter Airlines plays a crucial role in ensuring the smooth and efficient operation of the airline's services at Boston Logan International Airport. Reporting directly to the Station Manager, the CSR is responsible for delivering high-quality customer service and assisting passengers throughout their travel experience. This position requires a proactive approach to customer interactions, ensuring that all passengers receive the assistance they need, from check-in to boarding and beyond. The CSR will be involved in various tasks, including checking in passengers, monitoring luggage, and providing support to those with special needs. The role also includes handling inquiries and complaints, ensuring that all issues are resolved promptly and effectively. In addition to direct customer service responsibilities, the CSR will be tasked with performing pre-flight check-in procedures, which involve assigning seats, issuing boarding passes, and making gate announcements. The CSR must also monitor carry-on luggage and aircraft doors, ensuring compliance with safety regulations. A significant part of the role involves assisting passengers whose baggage has been mishandled or damaged, including completing reports and coordinating the recovery of lost items. The CSR will maintain constant communication with customers throughout the tracing or repair process, ensuring they are informed and supported. The CSR is expected to maintain accurate records, reconcile delivery service invoices, and process compensation when necessary. This position requires a commitment to the highest standards of customer service and adherence to safety protocols, including performing aircraft security sweeps as required by the TSA. The CSR will also assist in grooming the aircraft and stocking the passenger lounge, contributing to an excellent passenger experience. Teamwork is essential, as the CSR will collaborate with colleagues to achieve organizational goals and participate in the company's Safety Management System (SMS).
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
- Assist 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
- Assist 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
- Other Duties as assigned
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 detail-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
