Customer Service Agent - Airlines - Advanced Air , LLC : Job Details

DescriptionWho 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 has 17 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, security, teamwork and reliability. We are in this business for the long run and take a disciplined, thoughtful approach to growth opportunities. About the Role and about You: We are actively in search of a Customer Service Agent to join our Team! This position will be based out of Hawthorne, CA. We take pride in providing exceptional customer service that goes above and beyond the ordinary in hospitality and transportation services. This position 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. What you will do:

• Greet and provide outstanding service to all AA customers and guests in a friendly, courteous and professional manner;
• Answer telephone and emails 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 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 manner, and assist passengers, as needed;
• Ensure aircraft are prepared for flight, including food and beverage stocking and light cleaning.
• Fueling of aircraft and other ground safety equipment duties as necessary;
• 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 multitask;
• 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

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
• 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 Microsoft Office products including Outlook, Word and Excel
• Positive attitude and winning personality
• Passion for people and delivering top-notch service
• Excellent time management skills
• Experience in a service or hospitality related environment desired.
• Be able to create a relationship that builds trust, so a customer feels they have a go-to person for special requests or unique concerns that require extra attention.
• Manage schedules and people: Keep up with ever-changing schedules, coordinate across departments to ensure pending items are being completed.
• Organizational and Multi-tasking skills: Agents must be able to do several things with constant interruptions.
• Problem solving: Agents face all kinds of problems and issues and must readily solve these to the satisfaction of guests, using exceptional judgment aligning with Advanced Air values and common sense.
• Recordkeeping: May need to maintain guest records and supervise customers.
• 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

FYI: 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 required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms Routinely handle objects weighing up to 25 lbs. and on occasion may be expected to lift objects weighing up to 50 lbs. Work Environment: 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.

• May include working outside on an aircraft ramp in various temperatures and conditions.
• Loud noise from aircraft, use hearing protection when needed and is provided.

Job Type: full-time Pay: From $19.00 per hour