Customer Service Crewmember – Part-Time

Description

To provide excellent customer service and a simple, seamless experience that our customers appreciate. Assist customers with check-in and boarding of their flight with caring, friendliness, and transparency in a safe environment.

Outcomes and Responsibilities

• Maintain a safe environment for our Customers and Crewmembers. Maintain a pro-active approach to safety by taking immediate corrective action for any unsafe act.
• Individual contributor to safety with no direct safety incidents involving Customers, Crewmembers, or company assets.
• Attend and participate in safety briefings and meetings.

• Deliver remarkable customer service by listening and effectively communicating while demonstrating knowledge of company standards.
• No customer satisfaction complaints
• Effectively conveys company standards

• Facilitate check-in, boarding, and baggage management by validating customer documentation and maintaining strict adherence to on-time performance.
• Error-free accuracy in company DCS system
• Compliance with Federal requirements and company standards

• Maintain a One Crew attitude and actively assist other Crewmembers with a focus on the overall performance of the team.
• Contributes to station on-time performance.
• Customer records are created and updated per company standards.

Decision-Making Ability

Decision-Maker (Approver)

Decision Participant (Influences)

• Modifications to customers itineraries
• Execution of customer boarding process
• Communication message to customers regarding flight status.
• Denied boarding and re-accommodation of customers.
• Provide input to streamline processes.

Competencies

Functional Competencies

• Demonstrate proficient use of computers and systems for prompt customer processing and accurate data entry.
• Maintain knowledge of federal and company requirements and provide customer education to ensure compliance.
• Handle all customer complaints and special requests for services with quick decision-making and strong communication skills, in accordance with company standards and procedures.
• Monitor airport environment to detect changes that could affect safety or security and notify leadership as needed.

Behavioral Competencies

• Must be customer oriented with a focus on learning to continuously improve our Customer and Crewmember experience.
• Strong attention to detail and multi-tasking skills with excellent time management skills.
• Display a welcoming personality and accessibility to greet and assist all customers in a prompt, friendly, and courteous manner.
• Ability to maintain a positive attitude while communicating in a clear and polite tone as well when responding to questions from Customers and/or Crewmembers.

Requirements

Basic Requirements

• Flexibility to work in a sometimes-stressful environment during a variety of shifts, including nights, weekends, holidays, and overtime
• Ability to stand and work in one location for up to four hours at a time
• Maintain personal appearance that display a positive representation of the company
• Ability to work in extreme weather conditions.
• Ability to lift/push/pull up to 70 pounds.

Education/Experience Requirements

• High School Graduate or General Education Degree (GED)
• Previous employment as a front-line customer service provider, airline experience is a plus
• Become qualified and remain current in required disciplines.

Licenses/Designations

• Possess a valid US state driver's license
• Must pass FBI background check and obtain Airport security badge

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush jobs or technical developments)