Lead Customer Service Representative - Ottawa, ON, Canada - Porter Airlines Inc.

Description

The Lead CSR will be responsible for overseeing and monitoring the day to day functions of all CSRs when occupying the Lead CSR role.

Correctly identify operational issues, view situations in their entirety and provide sound judgment in managing challenging situations
Effectively plans and manages resources and team members while on shift to achieve safety, reliability and service goals
Models Porter's core service behaviours and coaches CSRs to do the same
Makes decisions in accordance with Porter's priorities of safety, reliability, and service
Responsible for ensuring safe and efficient handling of aircraft departure and arrivals
Adheres to and models company policies and procedures, acting quickly to coach and correct procedural drift with fellow team members
Supports Leadership in implementing change management initiatives at the Station
Assists Station Leadership in building a highly trained and high performance team "First level" Station Leadership, actively supports team members
Identifies and reports team member punctuality/attendance and training issues daily Takes an active role in training and retraining. Conducts on the job training and completes on the job checklists.
Assesses the work performance and grooming standards of CSRs.

Actively participates in Porter's Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

Models behaviours consistent with Our:Values and Porter's Respect and Dignity Policy


Passenger/Customer Service:
Providing service excellence to internal and/or external customers (passengers).

Results Focus:
Focusing efforts on achieving high quality results consistent with the organization's standards.
Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Excellent time management and multi-tasking skills
Must be flexible to work a variety of shift schedules
Solid airline background with a minimum of 1 years experience
Bilingual (English/French) an asset
Work rotating shifts including days, afternoons, evenings, weekends, and holidays

Ottawa Macdonald-Cartier International Airport - YOW

Porter Airlines provides a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit or follow @porterairlines on Instagram, Facebook and Twitter. Details of Porter's North America-wide service plans are available at f lyporter.