Lead Manual Encoder/Customer Service Agent

Overview

Under minimal direction, this position is responsible for the oversight and direction of day to day ATL TOS operations. This includes directing ME/CS agents in providing customer service, directing passenger movement, handling passenger baggage and ensuring that customer baggage is directed to the appropriate locations from stations in the bag room.

Responsibilities

• Trains, mentors and oversees the day to day activities and scheduling of ME/CS Agents.
• Ensures that all stations and positions are covered and re-assigns work as needed.
• Interacts with ELS Customers for updates on day to day flight schedules and to resolve operational issues.
• Assists ME/CS Agents in scanning the bar code(s) of checked or re-routed baggage.
• Assists ME/CS Agents in keying in destination information if bar code tag is not accessible or does not read.
• Assists ME/CS Agents in scanning and moving baggage from the traveling public to the appropriate location.
• Assists ME/CS Agents in collecting tubs for usage in proper baggage handling procedures.
• Completes forms/reports both associated with work assignments according to established procedures and/or as required by the customer.
• Demonstrates professionalism in appearance, manner and communications with other company and/or customer personnel in a clear and precise manner.
• Compliance with ELS safety program policies and procedures.
• Completes all safety training as assigned by the Company.
• Conducts shift-level safety meetings and ensures that employees are following safety and environmental guidelines.
• Work according to Company regulations, procedures and instruction from management and as required by customer requirements.
• Perform additional duties/assignments that may be required by management from time to time.

Qualifications

• High School Graduate or General Education Degree (GED)

• 1 year experience in a leadership role in a customer service role.

• Ability to work a non-traditional schedule including weekends and holidays.

PREFERRED QUALIFICATIONS:

• Previous experience in an Airport environment.
• 2+ years’ experience in customer service.
• Working knowledge of Microsoft Office, specifically Word, Excel and Outlook.
• Knowledge of bar code scanners.

ADDITIONAL SKILLS AND ABILITIES:

• Ability to efficiently lead a work crew to meet operational objectives.
• Ability to effectively address employee performance and disciplinary issues.
• Ability to perform in an authoritative role while maintaining solid working relationships with subordinates.
• Ability to maintain confidentiality of sensitive issues.
• Ability to accept responsibility and account for his/her actions.
• Ability to use thinking and reasoning to solve a problem.
• Ability to take care of customer needs while following company procedures.
• Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Ability to focus on a goal and obtain a pre-determined result.
• Ability to formulate a sound decision using the available information.
• Ability to effectively build relationships with customers and co-workers.
• Possess the trait of being organized or following a systematic method of performing a task
• Ability to work with people regardless of race, gender, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, veteran status, medical condition or job type.
• Ability to get along well with and manage through a variety of personalities and individuals.
• Ability to obtain the proper resources to complete job assignment.
• Ability to identify and correct conditions that affect employee safety.
• Ability to be truthful and be seen as credible in the workplace.
• Ability to communicate clearly and concisely, both orally and concisely.
• Ability to work under pressure with time constraints.
• Ability to complete assigned training in a timely manner.

Computer Skills: Working knowledge of Microsoft Office, specifically Word, Excel and Outlook.

Other Requirements:

• Must be able to read, write, speak and understand English.
• Must be able obtain and maintain an Airport Security badge and Customs clearance.
• Must have and maintain a valid driver’s license and be insurable under the Company’s insurance policy.
• Must be able to comply with the ELS Drug and Alcohol policy.

PHYSICAL DEMANDS: The physical demands of this position vary by day and are not based solely on a single workday.

Physical Demands

Lift/Carry

Stand

F (Frequently)

Walk

F (Frequently)

Sit

O (Occasionally)

Handling / Keying

F (Frequently)

Reach Outward

O (Occasionally)

Reach Above Shoulder

I (Infrequently)

Climb/Balance

F (Frequently)

Crawl

N (Not Applicable)

Squat or Stoop

O (Occasionally)

Bend or Kneel

F (Frequently)

Drive O (Occasionally)

10 lbs or less

F (Frequently)

11-20 lbs

F (Frequently)

21-50 lbs

F (Frequently)

51+lbs

O (Occasionally)

Push/Pull

10 lbs or less

F (Frequently)

11-20 lbs

F (Frequently)

21-50 lbs

F (Frequently)

51+ lbs

O (Occasionally)

N (Not Applicable)

Activity is not applicable to this occupation.

I (Infrequently)

O (Occasionally)

Occupation requires this activity less than 5% of the time

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements: Vision (Near, Distance), Hearing

WORK ENVIRONMENT

Works in Airport Bag Room during part or all of an eight or ten hour work shift, in conditions that may contain dust, dirt, temperature changes and continual noise that is below OSHA’s action level. Will also work in the Airport Concourse that is climate controlled and will require standing for extended periods of time.

ELS STATEMENT:

Elite Line Services (ELS) is an Affir… All qualified applicants will receive consideration for employment without regard to their race, color, gender identity, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, veteran status or medical condition. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact View email address on click.appcast.io.

This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.