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.
- Responsible for transporting customers needing wheelchair assistance which will include pushing and pulling customers up or down incline and decline surfaces.
- 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
