Lead, Customer Service Representative - Halifax (YHZ)

Porter Airlines Inc.; Halifax; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player in the airline sector is seeking a Lead Customer Service Representative to oversee daily operations at Halifax Stanfield International Airport. This role requires a proactive individual with a minimum of two years of airline experience, excellent communication skills, and a commitment to exceptional customer service. You will be responsible for managing a team of CSRs, ensuring smooth aircraft departures, and fostering a collaborative environment. If you are energetic, self-motivated, and ready to take on a leadership role in a dynamic setting, this opportunity is perfect for you.

Qualifications

• Minimum 2 years of airline experience required.
• Excellent communication skills, both oral and written.
• Ability to obtain an unrestricted airport security pass.

Responsibilities

• Oversee daily functions of all CSRs and ensure smooth operations.
• Investigate and resolve customer inquiries and complaints.
• Assist in recruitment and training of station CSRs as needed.

Skills

Customer Service

Teamwork

Communication Skills

Problem Solving

Initiative

Education

Post-secondary education

Tools

Navitaire system

Microsoft Office

Job description

Job Summary

This position reports to the Station Manager, Halifax. The Lead CSR oversees and monitors the daily functions of all CSRs.

Duties & Responsibilities

1. Identify issues, assess situations comprehensively, and exercise sound judgment in management.
2. Plan resources, time, and manpower effectively.
3. Exceed customer expectations to ensure satisfaction and assist others in doing the same.
4. Ensure smooth and timely aircraft departures and arrivals.
5. Open and close station check-in and gate areas daily.
6. Investigate and resolve customer inquiries and complaints.
7. Report on scheduled shifts punctually.
8. Address employee lateness and sick leave policies.
9. Administer payroll processes as needed.
10. Complete daily reports balancing sales and deposits.
11. Assist in recruitment and training of station CSRs when required.
12. Manage inventory of non-catering and lounge supplies.
13. Assess CSR performance and grooming standards.
14. Provide timely, constructive feedback and coaching to CSRs.
15. Delegate tasks to improve CSR efficiency.
16. Foster team spirit and synergy, reinforcing team contributions.
17. Provide customer feedback to supervisors and the station manager.
18. Participate in Porter’s Safety Management System, reporting hazards and incidents, and promoting safety policies.
19. Perform additional duties as required.

Behavioral Competencies

• Concern for Safety: Recognize hazards and take appropriate measures to ensure safety.
• Teamwork: Collaborate effectively to meet organizational goals.
• Passenger/Customer Service: Deliver excellent service to passengers and internal customers.
• Initiative: Proactively address issues and seize opportunities.
• Results Focus: Strive for high-quality results aligned with organizational standards.
• Fostering Communication: Communicate openly and respectfully, promoting dialogue and consensus.

Qualifications

• Minimum 2 years of airline experience.
• Knowledge of Navitaire system and Microsoft Office.
• Experience in coordinating or supervisory roles.
• Excellent communication skills, both oral and written.
• Energetic, self-motivated, and reliable.
• Ability to obtain an unrestricted airport security pass.
• Dependable with a good attendance record.
• Post-secondary education.
• Willingness to work rotating shifts, including days, afternoons, evenings, weekends, and holidays.

Location

Halifax Stanfield International Airport - YHZ #LI-Onsite

Company Description

Since 2006, Porter Airlines has been elevating the economy air travel experience with hospitality, style, and charm. Operating a fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft, serving North America from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline. Visit www.flyporter.com or follow @porterairlines on social media.