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Lead, Customer Service Representative- Halifax
2 weeks ago
Job Summary:
This position will report to the Station Manager, Halifax. The Lead CSR will be responsible for overseeing and monitoring the day to day functions of all CSRs.
Duties & Responsibilities:
- Correctly identifies issues, views situations in their entirety and provides sound judgment in managing situations
- Effective planning of resources, time, and manpower
- Committed to customer satisfaction by exceeding customer expectations and helping others do the same
- Ensure the smooth and timely operation of aircraft departure and arrivals
- Open and close the station check-in and gate areas on daily basis Finish
- Investigate and resolve customer inquiries and complaints
- On time reporting for their scheduled shifts
- Identify and address employee lateness and sick call policy
- Administer the payroll process when required
- Complete daily close out reports to balance out sales and deposits
- Assist with recruitment when required
- Assist with training for station CSRs when required
- Inventory control of (non-catering and lounge) supplies
- Assess the work performance and grooming standards of CSRs
- Provide accurate, timely, constructive feedback and coaching to all CSRs
- Assist CSRs by delegating tasks to improve their efficiencies
- Create team spirit and synergy
- Reinforce the contribution of all team members
- Provide customer feedback to Supervisor Customer Service (YHZ) & Station Manager.
- 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
- Additional duties as required
Behavioural 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:
- Airline background with a minimum of 1 year experience
- 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).
- Post-secondary education
- Work rotating shifts including days, afternoons, evenings, weekends, and holidays
Company Description:
