Lead, Customer Service Representative - St Hubert (YHU) - Full Time
About the role
Résumé du travail Reporting to the Supervisor group you will be responsible for overseeing and monitoring the daily functions of the CSR group. You will play a key leadership role in guiding and coaching the Customer Service Representatives (CSRs) to ensure smooth and effective daily operations. Beyond frontline support, you will work behind the scenes to optimize processes and set the operation up for success.
You’ll be responsible for resource deployment, team development, and fostering a high-performance culture that aligns with Porter’s core objectives of Safety, Reliability, and Service. As the first level of leadership within the CSR and Airport Operations Team, you will collaborate closely with cross-functional departments to deliver a safe, efficient, and exceptional travel experience for our passengers.
Devoirs et responsabilités
- Correctly identify issues, view situations in their entirety and provide sound judgment in managing challenging situations
- Assist CSRs and manage resources to meet operational goals.
- Demonstrate a strong commitment to customer satisfaction by exceeding expectations and coaching team members to deliver exceptional service.
- Promote and oversee a safe operational environment, ensuring all team members follow Porter’s safety protocols, company procedures, and policies
- Responsible for ensuring safe and efficient handling of aircraft departure and arrivals
- 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 CSRs when required
- Assist passengers with a disability or reduced mobility including wheelchair assistance.
- Assess the work performance and grooming standards of CSRs and provide accurate, timely, constructive feedback and coaching
- Create and encourage team spirit and synergy
- Reinforce the contribution of all team members
- Share customer feedback with the Supervisor of Customer Service and the Management Team to support continuous improvement.
- Accurately assess operational challenges, evaluate the broader impact of issues, exercise sound judgment, and delegate tasks to enhance efficiency.
- Serve as a central point of contact for both internal and external stakeholders, including SOCC, Airport Authority, CBSA, USCBP and RMU.
- Coordinate gating, grooming logs, towing schedules, and other aircraft movements on the apron to ensure seamless operations.
- Collaborate closely with airline partners—such as ground handling, catering, grooming, and fueling teams—to maintain a safe and efficient operational environment.
- Implement contingency plans and make real-time decisions to effectively mitigate operational disruptions.
- Effectively communicate and coordinate aircraft diversions.
- Monitor ITD (International to Domestic) connections, identify non-eligible passengers, and proactively communicate relevant information to CBSA.
- Track flight schedules and proactively identify Irregular Operations (IROPs) to ensure passengers and baggage are handled appropriately.
- Ensure compliance with APPR regulations by securing hotel accommodations and issuing vouchers to affected passengers
- Liaise with partner airlines and ground handling agents to ensure the timely and efficient processing of interline passengers and baggage.
- Collaborate with Station Leadership to ensure accurate coding and documentation of flight delays.
- Participate in training and development initiatives to enhance operational knowledge and skills.
- 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.
- Perform other duties as assigned to support operational needs.
Compétences comportementales
- 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
- Ability to work on a permanent basis in Canada.
- Must be able to safely operate/push passengers in wheelchairs from the point of arrival at the airport to the aircraft, and from the aircraft to the point of departure from the airport.
- Solid airline background/experience and customer service
- At least 2 years of experience in airport operations
- Knowledge and proficiency in Navitaire/Go Now, Smartsuite, Google Sheets, etc.
- Coordinator or supervisory background preferred
- Bilingual (English/French) required
- 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 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
Description De L'entreprise Depuis 2006, Porter Airlines améliore l’expérience en classe économique pour chaque passager en s’assurant d’offrir un accueil chaleureux misant sur le style, l’attention et le charme. Son parc aérien d’aéronefs Embraer E195-E2 et De Havilland Dash 8-400 dessert l’Amérique du Nord, y compris le réseau canadien d’un océan à l’autre, les États-Unis, le Mexique, les Caraïbes, et l’Amérique centrale. Porter Airlines, dont le siège social est situé à Toronto, est une compagnie aérienne officielle 4 étoiles dans le Classement mondial des compagnies aériennesMD. Visitez www.flyporter.com/fr-ca/ ou suivez @porterairlines sur Instagram, Facebook et X.
About Porter Airlines Inc.
Porter Airlines is Canada’s third-largest scheduled carrier, based at Billy Bishop Toronto City Airport. An Official 4 Star Airline® in the World Airline Star Rating® by Skytrax and rated top small airline in the world in Condé Nast Traveler’s 2013 Readers Choice Awards, Porter is committed to offering speed, convenience and service as part of a premium travel experience.
As the airline of choice for discerning short-haul passengers, our warm and effortless approach to hospitality, combined with our spotless service brings dignity and refinement back to flying.
Porter Airlines est le troisième plus important transporteur régulier au Canada, basé à l’aéroport Billy Bishop de Toronto. Porter est une compagnie aérienne officielle 4 étoiles dans le Classement mondial des compagnies aériennes© établi par Skytrax et il est classé au premier rang mondial dans la catégorie des petites compagnies aériennes dans le Choix des lecteurs de Condé Nast Traveler 2013.
Porter est engagé à offrir la commodité, la rapidité et le service dans les voyages aériens. En tant que compagnie aérienne de choix pour les passagers exigeants de vols de courte durée, notre hospitalité chaleureuse et sans effort, combinée à notre service impeccable, apporte dignité et raffinement aux vols aériens.
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Lead, Customer Service Representative - St Hubert (YHU) - Full Time
About the role
Résumé du travail Reporting to the Supervisor group you will be responsible for overseeing and monitoring the daily functions of the CSR group. You will play a key leadership role in guiding and coaching the Customer Service Representatives (CSRs) to ensure smooth and effective daily operations. Beyond frontline support, you will work behind the scenes to optimize processes and set the operation up for success.
You’ll be responsible for resource deployment, team development, and fostering a high-performance culture that aligns with Porter’s core objectives of Safety, Reliability, and Service. As the first level of leadership within the CSR and Airport Operations Team, you will collaborate closely with cross-functional departments to deliver a safe, efficient, and exceptional travel experience for our passengers.
Devoirs et responsabilités
- Correctly identify issues, view situations in their entirety and provide sound judgment in managing challenging situations
- Assist CSRs and manage resources to meet operational goals.
- Demonstrate a strong commitment to customer satisfaction by exceeding expectations and coaching team members to deliver exceptional service.
- Promote and oversee a safe operational environment, ensuring all team members follow Porter’s safety protocols, company procedures, and policies
- Responsible for ensuring safe and efficient handling of aircraft departure and arrivals
- 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 CSRs when required
- Assist passengers with a disability or reduced mobility including wheelchair assistance.
- Assess the work performance and grooming standards of CSRs and provide accurate, timely, constructive feedback and coaching
- Create and encourage team spirit and synergy
- Reinforce the contribution of all team members
- Share customer feedback with the Supervisor of Customer Service and the Management Team to support continuous improvement.
- Accurately assess operational challenges, evaluate the broader impact of issues, exercise sound judgment, and delegate tasks to enhance efficiency.
- Serve as a central point of contact for both internal and external stakeholders, including SOCC, Airport Authority, CBSA, USCBP and RMU.
- Coordinate gating, grooming logs, towing schedules, and other aircraft movements on the apron to ensure seamless operations.
- Collaborate closely with airline partners—such as ground handling, catering, grooming, and fueling teams—to maintain a safe and efficient operational environment.
- Implement contingency plans and make real-time decisions to effectively mitigate operational disruptions.
- Effectively communicate and coordinate aircraft diversions.
- Monitor ITD (International to Domestic) connections, identify non-eligible passengers, and proactively communicate relevant information to CBSA.
- Track flight schedules and proactively identify Irregular Operations (IROPs) to ensure passengers and baggage are handled appropriately.
- Ensure compliance with APPR regulations by securing hotel accommodations and issuing vouchers to affected passengers
- Liaise with partner airlines and ground handling agents to ensure the timely and efficient processing of interline passengers and baggage.
- Collaborate with Station Leadership to ensure accurate coding and documentation of flight delays.
- Participate in training and development initiatives to enhance operational knowledge and skills.
- 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.
- Perform other duties as assigned to support operational needs.
Compétences comportementales
- 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
- Ability to work on a permanent basis in Canada.
- Must be able to safely operate/push passengers in wheelchairs from the point of arrival at the airport to the aircraft, and from the aircraft to the point of departure from the airport.
- Solid airline background/experience and customer service
- At least 2 years of experience in airport operations
- Knowledge and proficiency in Navitaire/Go Now, Smartsuite, Google Sheets, etc.
- Coordinator or supervisory background preferred
- Bilingual (English/French) required
- 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 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
Description De L'entreprise Depuis 2006, Porter Airlines améliore l’expérience en classe économique pour chaque passager en s’assurant d’offrir un accueil chaleureux misant sur le style, l’attention et le charme. Son parc aérien d’aéronefs Embraer E195-E2 et De Havilland Dash 8-400 dessert l’Amérique du Nord, y compris le réseau canadien d’un océan à l’autre, les États-Unis, le Mexique, les Caraïbes, et l’Amérique centrale. Porter Airlines, dont le siège social est situé à Toronto, est une compagnie aérienne officielle 4 étoiles dans le Classement mondial des compagnies aériennesMD. Visitez www.flyporter.com/fr-ca/ ou suivez @porterairlines sur Instagram, Facebook et X.
About Porter Airlines Inc.
Porter Airlines is Canada’s third-largest scheduled carrier, based at Billy Bishop Toronto City Airport. An Official 4 Star Airline® in the World Airline Star Rating® by Skytrax and rated top small airline in the world in Condé Nast Traveler’s 2013 Readers Choice Awards, Porter is committed to offering speed, convenience and service as part of a premium travel experience.
As the airline of choice for discerning short-haul passengers, our warm and effortless approach to hospitality, combined with our spotless service brings dignity and refinement back to flying.
Porter Airlines est le troisième plus important transporteur régulier au Canada, basé à l’aéroport Billy Bishop de Toronto. Porter est une compagnie aérienne officielle 4 étoiles dans le Classement mondial des compagnies aériennes© établi par Skytrax et il est classé au premier rang mondial dans la catégorie des petites compagnies aériennes dans le Choix des lecteurs de Condé Nast Traveler 2013.
Porter est engagé à offrir la commodité, la rapidité et le service dans les voyages aériens. En tant que compagnie aérienne de choix pour les passagers exigeants de vols de courte durée, notre hospitalité chaleureuse et sans effort, combinée à notre service impeccable, apporte dignité et raffinement aux vols aériens.