Lead, Customer Service Representative - Montreal; YUL

Position: Lead, Customer Service Representative - Montreal (YUL)
Location: Dorval

Job Summary

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.

Duties & Responsibilities 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. 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, company procedures, and policies 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. 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.

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 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.

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. 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.…