Lead Customer Service Representative
1 week ago
Porter Airlines is seeking a highly skilled and experienced Customer Service Representative to take on a leadership role in ensuring exceptional customer experiences. As a key member of our team, you will be responsible for overseeing and monitoring the day-to-day functions of our Customer Service Representatives.
Key Responsibilities:- Oversee and monitor the day-to-day functions of Customer Service Representatives, ensuring seamless customer interactions and resolving any issues that may arise.
- Identify and address operational issues, providing sound judgment in managing challenging situations and making informed decisions to drive business results.
- Effectively plan and manage resources and team members to achieve safety, reliability, and service goals, prioritizing tasks and delegating responsibilities as needed.
- Model Porter's core service behaviors and coach Customer Service Representatives to do the same, promoting a culture of excellence and customer-centricity.
- Promote an operationally safe environment, ensuring team members follow proper safety procedures and protocols.
- Make decisions in accordance with Porter's priorities of safety, reliability, and service, aligning with company values and objectives.
- Ensure safe and efficient handling of aircraft departure and arrivals, adhering to regulatory requirements and company policies.
- Adhere to and model company policies and procedures, coaching and correcting procedural drift with fellow team members.
- Support Leadership in implementing change management initiatives at the Station, driving business growth and improvement.
- Assist Station Leadership in building a highly trained and high-performance team, fostering a culture of collaboration and teamwork.
- Identify and report team member punctuality/attendance and training issues daily, taking proactive steps to address any concerns.
- Conduct on-the-job training and complete on-the-job checklists, ensuring team members are equipped with the necessary skills and knowledge.
- Assess the work performance and grooming standards of Customer Service Representatives, providing constructive feedback and coaching.
- Provide accurate, timely, and constructive coaching and feedback, recognizing and rewarding team members for their achievements.
- Alert Station Leadership of feedback or ongoing concerns, ensuring issues are addressed promptly and effectively.
- Guide and mentor team members, providing guidance and support to help them grow and develop in their roles.
- Assist Customer Service Representatives and delegate tasks to improve their efficiencies, streamlining processes and reducing workload.
- Act as a point of escalation for passenger handling issues, resolving complex problems and providing exceptional customer service.
- Responsible for opening and closing the Station check-in, lounge, and gate areas on a daily basis, ensuring a smooth and efficient customer experience.
- Create and encourage team spirit and synergy, fostering a positive and inclusive work environment.
- Recognize and reinforce the contribution of all team members, celebrating their achievements and contributions.
- Provide customer feedback to Station Leadership team, informing business decisions and driving improvement.
- Actively participate in Porter's Safety Management System (SMS), including reporting hazards and incidents encountered in daily operations.
- Concern for Safety: Identify hazardous or potentially hazardous situations and take appropriate action to maintain a safe environment for self and others.
- Teamwork: Work collaboratively with others to achieve organizational goals, prioritizing teamwork and collaboration.
- Passenger/Customer Service: Provide service excellence to internal and/or external customers (passengers), ensuring a positive and memorable experience.
- Initiative: Deal with situations and issues proactively and persistently, seizing opportunities that arise and driving business results.
- Results Focus: Focus efforts on achieving high-quality results consistent with the organization's standards, prioritizing results and accountability.
- Fostering Communication: Listen and communicate openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
- Track record of establishing/maintaining positive and cooperative working relationships with others.
- Demonstrated leadership potential, with a proven ability to lead and motivate teams.
- Dependability (must have a good attendance record and reliable on-time reporting for work), prioritizing attendance and punctuality.
- Ability to problem-solve and make decisions to enhance organizational effectiveness, driving business results and improvement.
- Excellent time management and multi-tasking skills, prioritizing tasks and managing workload effectively.
- Attention to detail; the capacity to prioritize by assessing situations to determine urgency, ensuring accuracy and attention to detail.
- Must be flexible to work a variety of shift schedules, prioritizing flexibility and adaptability.
- Solid airline background with a minimum of 1 year's experience, with a proven track record of success in customer service.
- Knowledge of Navitaire system & Google Suite applications, with a strong understanding of technology and its applications.
- Coordinating or supervisory background experience required, with a proven ability to lead and manage teams.
- Superior oral and written communication skills, with a strong ability to communicate effectively with diverse audiences.
- Energetic and a self-starter, with a proven ability to work independently and as part of a team.
- Excellent interpersonal skills, with a strong ability to build and maintain positive relationships with colleagues and customers.
- Must be able to obtain an unrestricted airport security pass, prioritizing security and compliance.
- Dependability (must have a clear attendance record and reliable on-time reporting for work), prioritizing attendance and punctuality.
- Bilingual (English/French) an asset, with a strong ability to communicate in multiple languages.
- Post-Secondary education, with a strong understanding of business principles and practices.
- Work rotating shifts including days, afternoons, evenings, weekends, and holidays, prioritizing flexibility and adaptability.
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