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2 months ago
Job Summary
As a key member of the Porter Airlines team, the Customer Service Representative plays a vital role in delivering exceptional service to our passengers while providing operational support to other team members.
Key Responsibilities
- Project a professional image with an emphasis on customer service and hospitality, ensuring a positive experience for all passengers.
- Ensure compliance with company grooming and uniform standards, maintaining a high level of professionalism at all times.
- Stay knowledgeable of and actively support the goals of the department and the company as a whole, striving for high-quality and consistent service.
- Provide prompt, professional, and courteous service to customers, tailoring interactions to meet individual needs and preferences.
- Data entry of aircraft fuel quantities into the database, ensuring accuracy and attention to detail.
- Offer special services, such as car rental, limousine/taxi reservations, restaurant reservations, and catering, to enhance the passenger experience.
- Occasionally drive customers to and from the terminal, providing a convenient and hassle-free experience.
- Develop a positive working relationship with team members and passengers, fostering a collaborative and supportive environment.
- Coordinate line service activities, including accurately relaying aircraft fuel loads and movements, to ensure seamless operations.
- Ensure fuel and service orders are fulfilled in a timely manner, meeting the needs of passengers and the company.
- Complete daily, weekly, and monthly accounting and reconciliation of FBO transactions, maintaining accurate records and ensuring financial integrity.
- Provide air/ground communications using a Unicom radio, staying informed and up-to-date on all operational matters.
- Perform administrative duties, including basic filing and organization of passenger records and files, to maintain a secure and efficient environment.
- Actively participate in Porter's Safety Management System (SMS), reporting hazards and incidents encountered in daily operations, and understand, comply, and promote the Company Safety Policy.
- Perform other administrative duties as assigned, contributing to the overall success of the team.
Behavioural Competencies
- 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.
- Passenger/Customer Service: Provide service excellence to internal and/or external customers (passengers).
- Initiative: Deal with situations and issues proactively and persistently, seizing opportunities that arise.
- Results Focus: Focus efforts on achieving high-quality results consistent with the organization's standards.
- Fostering Communication: Listen and communicate openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications
- Ability to handle stress well and work under pressure.
- Ability to obtain necessary security clearances.
- Ability to obtain a Restricted Radio Operators Certificate.
- Ability to work on a permanent basis in Canada.
- Work rotating shifts, including days, afternoons, evenings, weekends, and holidays.
- Dependability (must possess a clear attendance record and reliable on-time reporting for work).
- Full G2 license (or out of province equivalent) with a clean Driver's Abstract.
