Job Details
Job Description Lead Customer Service Agent (INTERNAL ONLY) Portland International Jetport (PWM) - Portland, ME - PWM00000076 **Description**
***Lead Customer Service Agent*** *United Ground Express (UGE), a subsidiary of United Airlines Inc. supports airline customers and flights at many airports across the United States. The services we provide include customer check-in, baggage handling and servicing of the aircraft on the ground in preparation for the next flight. We assist customers from the moment they arrive at an airport through departure to their next destination. UGE is growing to expand to specific airports across the continental United States.*
*A job with United Ground Express will provide you with an exciting, fast-paced environment, the chance to leverage existing skills and learn new skills, and an opportunity to grow a career in the airline industry.*
*And to top it all off, you will get travel privileges through United Airlines, giving you access to one of the worlds most comprehensive global networks.*
**Job Summary:** As a Lead Customer Service Agent, you will be an important part of our customers travel experience. In addition to the Customer Service Agent responsibilities you will primarily be responsible for leading overall station process. Most importantly, youll create a welcoming environment for our customers. **Lead Customer Service Agent Responsibilities**
* Lead and direct responsibilities related to the Customer Service Agent role
* Ensure adherence to standard operating procedures
* Oversee and ensure a safe work environment
* Authorize time and attendance exceptions
* Provide coaching and training to team members
**Customer Service Agent Responsibilities**
* Greet customers
* Communicate with customers and ensure they have information about their flights
* Assist customers with reservations and boarding passes
* Resolve disservice situations (e.g., determine alternate flight options for delayed, cancelled or missed flights, change/rebook a reservations)
* Open/close aircraft door before flight departure and upon flight arrival, including operating jet-way when applicable
* Ensure compliance with UGE and Federal Aviation Administration (FAA) regulations and policies
* Other duties as assigned
**Qualifications**
**Education**
* High school diploma/GED or equivalent required
**Requirements**
* Must be 18 years of age or older.
* Good communication and interpersonal skills.
* Ability to develop relationships with customers and co-workers.
* High level of ownership and accountability.
* Enthusiastic about aviation industry.
* Must be able to perform well in high-pressure situations
* Must be legally authorized to work in the US for any employer without sponsorship.
* Must be able to clear a United Ground Express background check and a fingerprint-based criminal history check.
* Must be eligible to obtain and maintain credentials necessary for the position. Position-specific clearances include but are not limited to FAA, TSA, Port Authority, U.S. Customs and U.S. Postal Service clearances.
* Must be able to pass a pre-placement physical abilities test, hearing and vision tests, and drug screen.
* Must comply with United Ground Express Anti-Drug and Alcohol Misuse Prevention Policy.
**Experience**
* Previous service related experience helpful (supervisory and airline)
**Essential Physical Functions**
* The ability to lift baggage up to 70 pounds, in the lobby, planeside, and in the confinement of an airplanes cargo hold is necessary.
* Work schedules will span over a 24/7, 7 day/week operation including weekends, holidays and overtime as needed. Flexible work shifts will be assigned and can include late nights and early mornings.
* Regular attendance and punctuality in accordance with United Ground Express policies are required. Overtime available/required depending upon operational need.
**Work Environment**
* Must be willing to work outside in all weather conditions (e.g., rain, snow, cold, heat, humidity) and in baggage areas that are open to the outside weather conditions.
* Must be willing to work in extreme weather conditions for extended periods of time.
* Must be willing to work where there will be exposure to high noise levels.
* Must be willing to work in a high-pressure, safety-sensitive, deadline driven environment.
*****COVID-19 Vaccine Mandate*****
As a condition of employment, you must demonstrate proof of vaccination for COVID-19 by December 1, 2021. If you cannot get vaccinated due to a medical condition or a sincerely held religious belief, you may request an exemption as a reasonable accommodation. Failure to provide proof of vaccination by the deadline or obtain an exemption as a reasonable accommodation will result in your separation from UGE. *If you are vaccinated and upload your documentation to ADP by November 15, 2021,* *you* *will qualify for a special incentive 8 hours of pay to be paid out in December 2021*
*United Ground Express, Inc. Is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.*
**Primary Location**
United States-ME-PWM - Portland