Lead Customer Service Representative

1 month ago

Ottawa, Ontario, Canada Porter Airlines Full time
Job Summary

This role reports to the Station Manager, Ottawa. The Lead CSR will oversee and monitor the day-to-day functions of all CSRs when occupying the Lead CSR role.

Key Responsibilities
  • Correctly identify operational issues, view situations in their entirety, and provide sound judgment in managing challenging situations.
  • Effectively plan and manage resources and team members while on shift to achieve safety, reliability, and service goals.
  • Model Porter's core service behaviors and coach CSRs to do the same.
  • Promote an operationally safe environment, ensuring that team members are following proper Porter safety procedures.
  • Makes decisions in accordance with Porter's priorities of safety, reliability, and service.
  • Responsible for ensuring safe and efficient handling of aircraft departure and arrivals.
  • Adhere to and model company policies and procedures, acting quickly to coach and correct procedural drift with fellow team members.
  • Supports Leadership in implementing change management initiatives at the Station.
  • Assists Station Leadership in building a highly trained and high-performance team.
  • First-level Station Leadership, actively supports team members.
  • Identifies and reports team member punctuality/attendance and training issues daily.
  • Takes an active role in training and retraining.
  • Conducts on-the-job training and completes on-the-job checklists.
  • Assesses the work performance and grooming standards of CSRs.
  • Provides accurate, timely, and constructive coaching and feedback.
  • Alerts Station Leadership of feedback or ongoing concerns.
  • Guides and mentors team members.
  • Assists CSRs and delegates tasks to improve their efficiencies.
  • Acts as a point of escalation for passenger handling issues.
  • Responsible for opening and closing the Station check-in, lounge, and gate areas on a daily basis.
  • Creates and encourages team spirit and synergy.
  • Recognizes and reinforces the contribution of all team members.
  • Provides customer feedback to Station Leadership team.
  • Actively participates in Porter's Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply, and promote the Company Safety Policy.
  • Models behaviors consistent with Our: Values and Porter's Respect and Dignity Policy.
Behavioral 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
  • Track record of establishing/maintaining positive and cooperative working relationships with others.
  • Demonstrated Leadership potential.
  • Dependability (must have a good attendance record and reliable on-time reporting for work).
  • 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.
  • Must be flexible to work a variety of shift schedules.
  • Solid airline background with a minimum of 1 year's experience.
  • Knowledge of Navitaire system & Google Suite applications.
  • Coordinating or supervisory background experience required.
  • Superior oral and written communication skills.
  • Energetic and a self-starter.
  • Excellent interpersonal skills.
  • Must be able to obtain an unrestricted airport security pass.
  • Dependability (must have a clear attendance record and reliable on-time reporting for work).
  • Bilingual (English/French) an asset.
  • Post-Secondary education.

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