Customer Service Representative- Full-Time, Newark (EWR)

Company: Porter Airlines
Location: Newark
Posted on: March 16, 2023

Job Description:

Reporting to the Station Manager, Newark; the Customer Service Representative contributes to the efficient day-to-day operations of the department.

• Provide high-quality customer service
• Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage
• Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight
• Monitor carry-on luggage and aircraft doors
• Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors
• Assisting arriving passengers and oversee the International Arrivals baggage area
• Provide assistance to passengers whose baggage is mishandled or damaged
• Complete reports (BIR's) and handle entire tracing to recovery of mishandled bags
• Arrange transportation method to restore the missing baggage to the rightful owner
• Respond to all passenger enquiries via telephone and email
• Maintain constant communication with the customer throughout the tracing or repair process
• Maintain accurate records and update PNR files
• Reconcile delivery service invoices
• Process appropriate compensation when required (Delay bag vouchers)
• Maintain commitment to the highest standard of customer service
• Perform Aircraft Security Sweep as required by TSA
• Groom the aircraft to ensure excellent passenger experience
• Assist with stocking passenger lounge
• Assist CSR's where required in performing other functions
• 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
• Other Duties as assigned
  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.

  • Ability to work on a permanent basis in the USA
  • Experience in a customer service environment, preferably in the airline industry
  • Knowledge of baggage services handling procedures will be preferable
  • Ability to obtain necessary security clearances
  • Need to be detailed oriented
  • Possess the ability to multi-task
  • Ability to work well in a team
  • Have a proven positive track record when handling difficult situations and customers
  • Dependability (must have a clear attendance record and reliable on time reporting for work)
  • Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays
  • Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis
  • Supports and adheres to all company policies
  • Ability to communicate and correspond clearly and precisely in English (Required)
  • Mandatory COVID-19 Vaccination 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.

Keywords: Porter Airlines, Newark , Customer Service Representative- Full-Time, Newark (EWR), Other , Newark, New Jersey