Customer Service Lead is first and foremost responsible for ensuring a safe work environment for the entire crew while properly safeguarding the aircraft and the flights performance. By supporting Customer Service Agents professional development, this role ensures that CSA are knowledgeable about ground operations related GAT policies and procedures to ensure excellent customer service and on time flight performance. Leads work with Supervisors and other leaders on staffing, supporting regular and irregular operations, and may provide training to Customer Service Agents as necessary.
Job Duties
- Customer Service agents must report to work on a regular and timely basis.
- Ensures CSAs are in Personal Protective Equipment (PPE) and ready to perform duties
- Provides input on operational improvements and efficiencies
- Reports operational feedback for flight delays and performance to leadership
- Addresses security related issues to leadership, is responsible for meetings
- Able to perform under pressure and within fixed time constraints
- Ensure CSAs are adhering to our uniform standards
- Able to greet and assist all customers in a prompt, friendly, and courteous manner over the phone and in person.
- Must be able to announce both incoming and outbound flights.
- Handle cash, credit cards, and personal check transactions with accuracy and properly account for all collections and conduct the appropriate airline close out procedures.
- Accept and process checked baggage weighing up to 100 lbs. and placed on conveyor belts.
- Use airline computer systems to provide flight arrival and departure information, ticketing and flight boarding documents, lost or damaged baggage documentation, and cargo tracking information.
- Able to stand and work in one location for up to four hours at a time.
- Work independently without direct supervision.
- Must be at least 18 years of age and possess basic computer experience (6 months+) and type at least 35 words per minute.
- Must have a high school diploma, GED, or equivalent work experience, and a high degree of attention to detail.
- Ability to read, fluently speak, and understand the English language.
- Must possess good communication skills and a friendly, outgoing personality in person and via telephone.
- Must be free of disqualifying crimes and able to pass a pre-employment drug test.
- Must have reliable transportation and able to work weekends, holidays, and days off.
- Other Duties as assigned.
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