Lead, Customer Service Representative - St Hubert (YHU) Part Time

Porter Airlines Inc.•Longueuil, QC

3d•Onsite

About The Position

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.

Requirements

Ability to work on a permanent basis in Canada.
Solid airline background/experience and customer service
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.
At least 2 years of experience in airport operations
Knowledge and proficiency in Navitaire/Go Now, Smartsuite, Google Sheets, etc.
Bilingual (English/French) required
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

Nice To Haves

Coordinator or supervisory background preferred
College level education preferred

Responsibilities

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.