Customer Service Agent

ADVANCED AIR LLC • Albuquerque, NM

21h • Onsite

About The Position

This position is responsible for providing excellent customer service by handling information inquiries, reservations, ticketing, passenger check-in, baggage check-in, aircraft preparation and problem resolution for all Advanced Airlines (AA) passengers and potential passengers/guests.

Requirements

• Excellent communication and problem-solving skills
• Ability to push/pull/lift 50 lbs. for extended periods of time
• Ability to work efficiently under time constraints
• Must be 21 years or older
• High School diploma or GED equivalent
• Must have authorization to work in the U.S.
• Must have valid Driver’s license and clean driving record
• Must be willing to work outside in all types of weather and elevated noise levels within the airport environment
• 2+ years of customer service experience
• Experience with Microsoft Office products including Outlook, Word and Excel
• Experience with Google Suite including Sheets, Docs, Drive
• Positive attitude and winning personality
• Passion for people, building relationships with customers and delivering top-notch service
• Excellent time management skills
• May be required to obtain a Secured Identification Display Area (SIDA) badge for certain airports.
• Will be required to meet all local airport and TSA requirements.
• Must be able to work flexible hours including evenings, weekends, holidays and overtime, as needed.
• Pass FAA Drug and Alcohol testing, background checks and submit to random drug test when required.
• May be required to attend firearm handling training for the purpose of observing correct practice of passenger firearm unloading at check-in.
• Travel may be required for this position, specifically for attending training in Hawthorne, CA at Advanced Airlines headquarters and/or covering other stations if needed.

Nice To Haves

• Experience with Videcom (airline reservation system) preferred

Responsibilities

• Greet and provide outstanding service to all AA customers and guests in a friendly, courteous and professional manner.
• Answer telephone to provide information, resolve problems or complaints, and assist as needed.
• Handle all aspects of reservations, ticketing, check-in, seat assignment, passenger boarding, and baggage service.
• May handle cash, checks, credit cards, and travel vouchers as forms of payments for tickets.
• Communicate to customers when a flight has been delayed or cancelled and work to re-accommodate them according to company policy.
• Provide current and accurate fare, schedule, gate, flight arrival and departure information, as well as answer general inquires both in-person and over the telephone.
• Provide check-in assistance, ticketing changes, re-booking of itineraries and special service requests for passengers.
• Board/deplane flights and escort passengers to and from aircraft in a timely and efficient manner, and assist passengers, as needed.
• Ensure aircraft are prepared for flight, including food and beverage stocking and light cleaning.
• Transport passengers via shuttle or van as required.
• Oversee passenger unloading of firearms in accordance with training, policy, and TSA where required.
• Maintain AA brand standards and consistency in the ground experience.
• Identify opportunities to improve customer experience and increase satisfaction.
• Maintain positive customer relations at all times by using good judgment and the ability to multi-task.
• Ensures FAA, Airline, and Airport regulations are followed at all times.
• Enforces safety/security measures and protects sensitive zones.
• Additional duties as assigned by Supervisor.

Benefits

• Competitive salary
• 401k plan with dollar-for-dollar employer match up to 4%
• 100% Company Paid Health Insurance including Medical, Dental, Vision and $15,000 in life insurance (Full-Time Employees)
• Easy to use Flight/Travel Benefits; current contracts include Delta, Alaska, and Southwest
• Sick and paid vacation time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED