Job Details
Description
Customer Service Agent
Job Type: Full Time
Location: CNM
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 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 13 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:
The Customer Service Agent position will be based in Carlsbad, NM. The incumbent of this role 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.
We take pride in providing exceptional customer service that goes above and beyond the ordinary in hospitality and transportation services. You are highly motivated, organized, attentive to detail, communicate well, and focused on customer experience.
What you will do:
Greet and provide outstanding service to all AA customers and guests in a friendly, courteous and professional manner
Answer calls 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 with 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 manning; Ground servicing equipment duties as needed
Oversee passenger unloading of firearms in accordance with training, policy, and TSA, and assist passengers, as needed
Ensure aircraft are prepared for flight, including food and beverage stocking and light cleaning as required
Operate Ground Service Equipment as necessary
Maintain AA brand standards and consistency in the ground experience
Maintain positive customer relations at all times by using good judgment and the ability to multitask
Ensure accuracy of passenger manifest via Jet Insight
Ensures FAA, TSA, Airline, and Airport regulations are followed at all times
Other duties as assigned
What we are looking for:
Must have authorization to work in the U.S.
Must have valid Driver's license and clean driving record
2+ Years of Customer Service Experience
Experience with Microsoft Office products including Outlook, Word and Excel
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 have valid Driver's license and clean driving record
High School diploma or GED equivalent
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
Must be able to pass an FAA Drug and Alcohol testing, background checks and submit to random drug test when required
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
- Vacation and Sick Time
- Medical and dental benefits
- 401k plan with dollar-for-dollar employer match up to 4%
- Easy to use Flight/Travel Benefits; current contracts include Delta, Alaska, and Southwest
FYI: We believe a diversity of perspectives and experiences is what makes a strong team. The stronger our team, the closer we are to our mission. So come join us! We are looking for people of all genders, races, ethnicities, orientations, abilities and disabilities to come sit at our tables and fly our planes.
Physical Demands: 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 60 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.