Lead, Customer Service Representative - Toronto (YYZ)

Porter Airlines Inc.•Mississauga, ON

2d•Onsite

About The Position

Reporting to the Supervisor 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 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.
Requires at least 1-2 years of airline experience
Knowledge and proficiency in Navitaire/Go Now, Google Applications and Smartsuite
Duties require professional and superior verbal and written communication skills
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.
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)
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
Bilingual (English/French) preferred
College level education preferred

Responsibilities

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.
Assist passengers with a disability or reduced mobility including wheelchair assistance.
Implement contingency plans and make real-time decisions to effectively mitigate operational disruptions.
Accurately assess operational challenges, evaluate the broader impact of issues, exercise sound judgment, and delegate tasks to enhance efficiency.
Effectively communicate and coordinate aircraft diversions.
Plan and manage resources, time, and team members effectively 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 and company procedures.
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.
Evaluate the performance and grooming standards of Customer Service Representatives (CSRs), providing constructive feedback and coaching.
Share customer feedback with the Supervisor of Customer Service and the Management Team to support continuous improvement.
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.