What are the responsibilities and job description for the Customer Service Agent position at ADVANCED AIR, LLC?
About the Role and About You
The Customer Service Agent position will be based in Angel Fire, NM. The incumbent of this role is responsible for providing excellent customer service by handling information inquiries, reservations, ticketing, passenger check-in, baggage check-in, and problem resolution for all Advanced Air (AA) passengers and potential passengers/guests.
- Greet and provide outstanding service to all AA customers and guests in a friendly, courteous and professional manner.
- Answer calls 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 with customers when a flight has been delayed or canceled 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 inquiries 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 manning; Ground
servicing equipment duties as needed
- Oversee passenger unloading of firearms in accordance with training, policy, and TSA, and assist passengers, as
needed
- Ensure aircraft are prepared for flight, including food and beverage stocking and light cleaning as required
- Operate Ground Service Equipment as necessary
- Maintain AA brand standards and consistency in the ground experience
- Maintain positive customer relations at all times by using good judgment and the ability to multitask
- Ensure accuracy of passenger manifest
- Ensures FAA, TSA, Airline, and Airport regulations are followed at all times
- Other duties as assigned
Requirements
- Must have authorization to work in the U.S.
- Must have valid Driver's license and clean driving record
- 2 Years of Customer Service Experience
- Experience with Microsoft Office products including Outlook, Word and Excel
- 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 have valid Driver's license and clean driving record
- High School diploma or GED equivalent
Special Requirements
- 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
- Must be able to pass an FAA Drug and Alcohol testing, background checks and submit to random drug test when
