Lead, Customer Service Representative - Toronto, YYZ

Porter Airlines Inc.; Mississauga; On-site; CAD 40,000 - 80,000; Full time

Job summary

An established industry player in air travel is seeking a dedicated individual to oversee the Customer Service Representative (CSR) group. In this role, you will be responsible for ensuring customer satisfaction, managing resources, and fostering a safe and efficient operational environment. This position emphasizes teamwork, effective communication, and proactive problem-solving, making it ideal for someone who thrives in a dynamic setting. Join a company known for its commitment to genuine hospitality and style, and play a key role in enhancing the travel experience for passengers. If you have a solid airline background and are passionate about customer service, this opportunity is for you!

Qualifications

• Solid airline background/experience required.
• Bilingual (English/French) preferred for effective communication.
• Must have excellent verbal and written communication skills.

Responsibilities

• Oversee daily functions of the CSR group and ensure customer satisfaction.
• Promote a safe operational environment and manage team resources.
• Investigate and resolve customer inquiries and complaints effectively.

Skills

Customer Service Excellence

Problem Solving

Time Management

Communication Skills

Teamwork

Flexibility

Education

College Level Education

Tools

Navitaire/Go Now

Microsoft Office (Outlook, Word, Excel)

Job description

Job Summary

Reporting to the Supervisor group you will be responsible for overseeing and monitoring the daily functions of the CSR group.

Duties & Responsibilities

• Correctly identify issues, view situations in their entirety and provide sound judgment in managing challenging situations.
• Effectively plan and manage resources, time, and team members.
• Demonstrate commitment to customer satisfaction by exceeding customer expectations and coaching team members to do the same.
• Promote an operationally safe environment, ensuring that team members are following proper Porter safety procedures.
• Responsible for ensuring safe and efficient handling of aircraft departure and arrivals.
• Adhere to company policies and procedures, supporting fellow team members to do the same.
• Responsible for opening and closing the station check-in and gate areas on a daily basis.
• Investigate and resolve customer inquiries and complaints.
• Identify and report employee lateness/attendance issues daily.
• Assist training for YYZ CSRs when required.
• Assess the work performance and grooming standards of CSRs.
• Provide accurate, timely, constructive feedback and coaching.
• Assist CSRs and delegate tasks to improve their efficiencies.
• Create and encourage team spirit and synergy.
• Reinforce the contribution of all team members.
• Provide customer feedback to Supervisor Customer service and the Management Team.
• 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.

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

• Solid airline background/experience.
• Knowledge and proficiency in Navitaire/Go Now, Microsoft Office Outlook, Word, Excel, etc.
• Coordinator or supervisory background preferred.
• Bilingual (English/French) preferred.
• College level education preferred.
• Duties require professional and superior verbal and written communication skills.
• Positive track record of establishing/maintaining positive and cooperative working relationships with others.
• Dependability (must have a good attendance record and reliable on-time reporting for work).
• Excellent oral and written communication skills.
• Must be flexible and adaptable on a day-to-day basis and have flexibility to work a variety of shifts.
• 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.

Location

Toronto (Toronto Pearson International Airport - YYZ)

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.