Customer Service Lead Crewmember - PT

Description

We are looking to you to assist us in providing excellent customer service and a simple, seamless experience that our customers will appreciate. Assisting customers with check-in and boarding of their flight with caring, friendliness, and transparency in a safe environment. Oversee Customer Service operations as assigned.

Responsibilities

• Maintain a safe environment for our Customers and Crewmembers. With a pro-active approach to safety by taking immediate corrective action for any unsafe act.
• Attend and participate in safety briefings and meetings.
• Deliver remarkable customer service by listening and effectively communicating while demonstrating knowledge of company standards.
• Facilitate check-in, boarding, and baggage management by validating customer documentation and maintaining strict adherence to on-time performance.
• Follow all 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.
• Responsible for leading the Customer Service Crewmembers in maintaining high expectations of safety, security, training compliance and customer service in accordance with Federal Regulations and Company policies.
• Maintains Crewmember training compliance

Decision-Making Ability

Decision-Maker (Approver)

• Modifications to customers itineraries
• Execution of customer boarding process
• Communication message to customers regarding flight status

Decision Participant (Influences)

• 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 adherence to our standards.
• 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 but not limited to 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)
• Must be 18 years of age at time of hire.
• Previous employment as a front-line customer service provider, airline experience is a plus.
• Become qualified and remain current in required disciplines.

Licenses/Designations/Additional Requirements

• Possess a valid US state drivers license

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)