DescriptionAdvanced 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 aircrafts, 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.GENERAL PURPOSE:We are actively searching for a Customer Service Agent to be based out of Carlsbad, CA! 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.ESSENTIAL DUTIES AND RESPONSIBILITIES
- 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
PERIPHERAL DUTIES:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.DESIRED MINIMUM QUALIFICATIONS:
- 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