Customer Service Agent

Job Description

Job Description

Description:

Title: Customer Service Agent

Job Type: Full Time

Location: Albuquerque, New Mexico (ABQ)

FLSA: Non-Exempt; Hourly

Who we are:

Advanced Air, LLC is an innovative, service-oriented aviation company headquartered in Hawthorne, California. We were founded in 2005 by our President, Levi Stockton, as an FAA approved, Part 135, On-Demand Air Carrier focused on superlative aircraft management and on demand charter.

Today, Advanced Air maintains a fleet of 20 aircraft, operated in both scheduled and on-demand service, and a diversified portfolio of flying services in turboprop aircraft, business jets and regional passenger jets. Serving more than 12 communities in the southwestern United States, Advanced Air has a deep commitment to operational excellence and metered, sustainable growth.

Our successful growth is driven by our adherence to our core values of safety, integrity, teamwork, transparency, fulfillment and respect. We are in this business for the long run and take a disciplined, thoughtful approach to growth opportunities.

About the Role and about You:

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.

What you will do:

• 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.

Why you should work with us:

We can tell you all about how great we are, but you probably want to know what is in it for you, so we have compiled a list of our standout benefits:

• Competitive salary
• 401k plan with dollar-for-dollar employer match up to 4%
• Paid vacation and sick time
• 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

What we are looking for:

• 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 Videcom (airline reservation system) preferred
• 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

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
• 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

Tentative Schedule:

This position is set to work the following schedule:

Sun - 9:00 to 16:45

Mon - 6:30 to 17:00

Tues through Thurs - OFF

Fri - 10:00 to 18:30

Sat - 11:30 to 18:45

Schedules may change due to operational needs.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently stooping, climbing, bending, kneeling, lifting (minimum 50 lbs.) and operating machinery with repetitive motions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment includes working outdoors and in all weather conditions. May incur exposure to constant or intermittent sounds of a pitch or level significant enough to cause marked distraction or possible hearing loss while performing operations on the airfield ramp. Exposure to fumes, dust, loud noise, and outdoor weather conditions.

Selection Guidelines:

Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.