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 secure, efficient, and exceptional travel experience for our passengers. Serve as a central point of contact for both internal and external stakeholders, including SOCC, Airport Authority, CBSA, and USCBP.

Coordinate gating, grooming logs, towing schedules, and other aircraft movements on the apron to ensure seamless operations. Assist passengers with a disability or reduced mobility including wheelchair assistance. Effectively communicate and coordinate aircraft diversions.

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. Assist CSRs and manage resources to meet operational goals.

Monitor ITD (International to Domestic) connections,



identify non-eligible passengers, and proactively communicate relevant information to CBSA. Collaborate with Station Leadership to ensure accurate coding and documentation of flight delays. Responsible for ensuring safe and efficient handling of aircraft departure and arrivals.

Investigate and resolve customer inquiries and complaints. Assist training for CSRs when required. Assess the work performance and grooming standards of CSRs and provide accurate, timely, 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. understand, comply and promote the Company Safety Policy. Perform other duties as assigned to support operational needs.

Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards. Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. 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. Bilingual (English/French) required. Must be flexible and adaptable on a day to day basis and flexibility to work a variety of shifts.

📌 PHONE SALES REPRESENTATIVE - REMOTE (Moncton)
🏢 Rogers
📍 Moncton