Customer Support Advocate

Job Summary

The Customer Support Advocate plays a pivotal role in assisting customers and Stations (CSRs) in real-time and upholding the Porter brand's reputation for professionalism and excellence. This position demands effective communication, task prioritization, and collaboration across departments to ensure customer satisfaction and safety.

Duties & Responsibilities

• Monitor and manage daily interline passenger reservations, with a focus on "day of travel" reservations impacted by IROPS or schedule changes.
• Answer Station and Agent support calls and support Interline and Codeshare inquiries promptly and professionally.
• Collaborate with SOCC operations to provide proactive flight disruption solutions for affected passengers.
• Prioritize and deliver exceptional customer service in an empathetic, courteous, and professional manner.
• Conduct all interactions with passengers and team members positively and in accordance with approved communication guidelines.
• Escalate urgent matters to the Supervisor, recognizing the importance of specific day-of-travel situations.
• Collaborate with other departments to investigate and resolve customer issues efficientl
• Active participation in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operation; understand comply and promote the Company Safety Policy.
  
  

Behavioural Competencies

• 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 rotating shifts, including early mornings, evenings, late nights, and weekends.
• Post-secondary education preferred, with a focus on corporate communications.
• Previous experience with Navitaire required.
• Experience with Zendesk is an asset.
• Bilingual in English and French is preferred.
• Exceptional written and verbal communication skills with grammatical accuracy.
• Positive, customer-focused attitude with excellent organizational skills and attention to detail.
• Ability to work collaboratively with other departments within given timelines or established service levels.
• Strong prioritization and "in-the-moment" decision-making abilities.
• Ability to understand and balance company and passenger needs.
• Proficiency in Google Office products, including Outlook, Excel, Word, and PowerPoint.
  
  

Company Description

Since 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 www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.