Customer Service / Call Center

Description:

FUNCTION: Reporting to the Station Manager, Chicago; the Customer Service Representative contributes to the efficient day-to-day operations of the department.

DUTIES AND RESPONSIBILITIES:

Provide high quality customer service
Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage
Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight
Monitor carry-on luggage and aircraft doors
Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors
Assisting arriving passengers and oversee the International Arrivals baggage area
Provide assistance to passengers whose baggage is mishandled or damaged
Complete reports (BIR’s) and handle entire tracing to recovery of mishandled bags
Arrange transportation method to restore the missing baggage to the rightful owner
Respond to all passenger enquiries via telephone and email
Maintain constant communication with the customer throughout the tracing or repair process
Maintain accurate records and update PNR files
Reconcile delivery service invoices
Process appropriate compensation when required (Delay bag vouchers)
Maintain commitment to the highest standard of customer service
Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors
Assist CSR’s where required in performing other functions
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
Other Duties as assigned

Requirements:

QUALIFICATIONS:

Ability to work on a permanent basis in the USA
Experience in a customer service environment, preferably in the airline industry
Knowledge of baggage services handling procedures will be preferable
Ability to obtain necessary security clearances
Need to be detailed oriented
Possess the ability to multitask
Ability to work well in a team
Have a proven positive track record when handling difficult situations and customers
Dependability (must have a clear attendance record and reliable on time reporting for work)
Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays
Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis
Supports and adheres to all company policies
Ability to communicate and correspond clearly and precisely in English

LOCATION:

Chicago Midway International Airport - MDW

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