Customer Service Representative, Boston (BOS) - Full ...

Job SummaryReporting to the Station Manager, Boston; the Customer Service Representative contributes to the efficient day-to-day operations of the department. Duties & ResponsibilitiesProvide high-quality customer serviceCheck-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 luggagePerform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flightMonitor carry-on luggage and aircraft doorsAssist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minorsAssisting arriving passengers and oversee the International Arrivals baggage areaProvide assistance to passengers whose baggage is mishandled or damagedComplete reports (BIR's) and handle entire tracing to recovery of mishandled bagsArrange transportation method to restore the missing baggage to the rightful ownerRespond to all passenger inquiries via telephone and emailMaintain constant communication with the customer throughout the tracing or repair processMaintain accurate records and update PNR filesReconcile delivery service invoicesProcess appropriate compensation when required (Delay bag vouchers)Maintain commitment to the highest standard of customer servicePerform Aircraft Security Sweep as required by TSAGroom the aircraft to ensure excellent passenger experienceAssist with stocking passenger loungeAssist CSR's where required in performing other functionsActively participate in Porter's Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety PolicyOther Duties as assigned Behavioural CompetenciesConcern 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.PassengerCustomer Service: Providing service excellence to internal andor 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. QualificationsAbility to work on a permanent basis in the USAExperience in a customer service environment, preferably in the airline industryKnowledge of baggage services handling procedures will be preferableAbility to obtain necessary security clearancesNeed to be detailed orientedPossess the ability to multitaskAbility to work well in a teamHave a proven positive track record when handling difficult situations and customersDependability (must have a clear attendance record and reliable on time reporting for work)Able to work rotating shifts including days, afternoons, evenings, weekends, and holidaysMust be capable of liftingpushingpulling up to 50lbs on a regular basisSupports and adheres to all company policiesAbility to communicate and correspond clearly and precisely in English LocationBoston (Boston Logan International Airport - BOS) Company DescriptionSince 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 or follow @porterairlines on Instagram, Facebook and Twitter.

Created: 2025-02-28