Customer Service Representative – Ottawa (YOW) Part Time

Job Description

Job Summary

Thank you for your interest in becoming part of the Porter Airlines team. Applications submitted for this posting will be reviewed for both current and future vacancies. While we appreciate your interest and initiative, response timelines may vary depending on available start dates. Candidates selected to move forward in the hiring process will be contacted as positions become available.

Please be advised that this posting applies exclusively to the Customer Service Representative role. Applicants who have applied for other positions within the organization will receive updates according to the timelines communicated for those roles.

Why Choose Porter Airlines?

The Customer Service Representative position provides an excellent opportunity to strengthen your customer service expertise while growing your career with one of Canada’s top-rated airlines. Join a fast-paced, high-energy team environment that supports diversity, inclusion, professional growth, and exciting company expansion.

Benefits of Working at Porter

Porter offers access to competitive employee benefits programs, including RRSP matching, medical and hospital coverage, and exceptional staff travel privileges to Porter destinations. These benefits are available to both part-time and full-time team members.

How Will We Help You Grow?

At Porter, employee development is a priority. Team members can participate in a variety of networking and learning programs designed to build skills and provide exposure to multiple departments that support our Skytrax 4 Star Rated airline operations.

Who Are We Looking For?

We are seeking enthusiastic, driven, and energetic individuals eager to begin or grow a career in aviation. The airport environment is fast-paced and dynamic, ideal for individuals who enjoy staying active, meeting challenges, and delivering outstanding customer experiences.

Duties & Responsibilities

• Deliver exceptional customer service to all passengers.

• Complete passenger check-in at ticket counters by assigning seats, verifying travel documents, directing passengers to departure gates, and ensuring timely and accurate baggage processing.

• Perform pre-departure check-in tasks including seat assignments, boarding pass issuance, gate announcements, and aircraft boarding procedures.

• Monitor carry-on baggage compliance and aircraft door operations.

• Provide care and supervision for unaccompanied minor passengers.

• Assist passengers with disabilities or limited mobility, including wheelchair support.

• Support arriving passengers and oversee the International Arrivals baggage claim area.

• Assist customers experiencing delayed, lost, or damaged baggage.

• Prepare baggage irregularity reports (BIRs) and manage the full tracing and recovery process.

• Coordinate transportation arrangements to return delayed baggage to customers.

• Respond to passenger inquiries by telephone and email.

• Maintain ongoing communication with customers throughout baggage tracing and repair processes.

• Ensure accurate record keeping and update PNR files.

• Review and reconcile delivery service invoices.

• Maintain a consistent commitment to superior customer service standards.

• Support fellow Customer Service Representatives as required.

• Actively participate in Porter’s Safety Management System (SMS), including reporting hazards and incidents, and promoting compliance with company safety policies.

• Perform additional duties as assigned.

Behavioural Competencies

• Concern for Safety: Recognizing unsafe conditions and taking appropriate action to protect yourself and others.

• Teamwork: Collaborating effectively with colleagues to achieve shared goals.

• Passenger/Customer Service: Delivering high-quality service to passengers and internal customers.

• Initiative: Taking proactive action to resolve issues and seize improvement opportunities.

• Results Focus: Maintaining a strong commitment to achieving performance standards and quality outcomes.

• Fostering Communication: Communicating openly, respectfully, and clearly with diverse audiences to encourage collaboration and understanding.

Qualifications

• Authorized to work permanently in Canada.

• Minimum of two years’ experience in a customer service role, preferably within the airline industry.

• Strong computer skills with working knowledge of Google Docs, Sheets, and Calendar.

• Familiarity with baggage handling service procedures is considered an asset.

• Ability to obtain required security clearances.

• Strong attention to detail.

• Ability to manage multiple tasks simultaneously.

• Demonstrated ability to work effectively within a team.

• Proven success handling challenging customer situations.

• Reliable attendance record and consistent punctuality.

• Availability to work rotating shifts including mornings, afternoons, evenings, weekends, and holidays.

• Ability to work 20 to 30 hours per week on a part-time basis.

• Physically capable of lifting, pushing, or pulling up to 50 pounds regularly.

• Commitment to following all company policies and procedures.

• Strong verbal and written communication skills in English; French language skills are preferred.

Location

Ottawa (Ottawa Macdonald-Cartier International Airport – YOW)

Company Description

Since 2006, Porter Airlines has been redefining the economy air travel experience by delivering genuine hospitality with style, care, and attention to detail. Operating Embraer E195-E2 and De Havilland Dash 8-400 aircraft, Porter serves destinations across North America from Eastern Canada. Headquartered in Toronto, Porter is recognized as an Official 4 Star Airline® by the World Airline Star Rating®.

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Job Summary

The Customer Service Representative supports airport operations by assisting passengers, managing check-in and boarding procedures, handling baggage services, and delivering excellent customer care. This part-time position offers growth opportunities within Porter Airlines while working in a fast-paced aviation environment.

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FAQs

Is this position part-time or full-time?
This role is part-time with 20 to 30 hours per week.

Is airline experience required?
Two years of customer service experience is required, with airline experience preferred.

Are travel benefits included?
Yes, employees receive access to Porter staff travel privileges.

Is bilingual ability required?
English is required, and French is preferred.

Are rotating shifts mandatory?
Yes, availability for rotating shifts including weekends and holidays is required.

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Expert Analysis

This role provides strong exposure to airport operations, passenger service, and safety procedures. It is ideal for candidates seeking aviation industry experience while benefiting from professional development programs, team-based work culture, and long-term career growth opportunities within a growing airline.

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Location & Logistics Guide

The role is based at Ottawa Macdonald-Cartier International Airport, serving domestic and international passengers. Employees should plan for shift-based transportation access. Company Address Map Reference: https://maps.google.com/?q=Ottawa+Macdonald+Cartier+International+Airport+YOW

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Career Path

This position can lead to senior customer service roles, lead agent positions, airport operations supervision, or broader airline operational careers. Experience gained supports progression into training, safety, ground operations, or management roles within Porter Airlines.