Customer Service Representative

Alright, let's talk about this job. It's not your typical customer service role on the floor. You'd be part of the team that trains those people. Think of it as making sure every new hire and current employee knows exactly how to do their job right, from check in to baggage.

What you'd be doing

You'll run the training programs for airport customer service staff. That means initial training for new hires, recurrent sessions for current employees, and operational updates when things change.

• Supervise students during their training, which includes assessing how they're performing.
• Your own knowledge has to be airtight; you need to stay completely current on all Airport Customer Service policies and procedures.
• When someone finishes a course, you certify them.
• The training materials themselves are your responsibility too; keeping the curriculum updated and accurate is a big part of it.
• You'll get pulled into special projects or programs when other departments need training support.
• A big piece is building good working relationships with corporate offices and the station personnel at airports.
• And yes, there's admin: you handle your own expense reports, and they need to be done on time and correctly.

The reality of the schedule

This isn't a strict 9 to 5. Training needs happen around the clock in an airline. You have to be available to work days, nights, weekends, and holidays. There's also frequent travel involved, both within the U.S. and internationally.

What we need from you

A Bachelor's degree is great. If you don't have one, equivalent experience working as an airline Customer Service Agent works too.

• You need hands on knowledge of specific systems: QIK CHK on Sabre and NetTracer are mentioned by name, plus other passenger service programs.
• Strong experience in all the standard airport customer service functions is required.
• A deep understanding of every aspect of Airport Customer Service Policies and Procedures is non negotiable.

Other important details

• The ability to communicate clearly; both talking and writing; with people at any level in the company is key.
• You must be able to pass FAA criminal background checks. This is for getting unescorted access to airport security areas (SIDA), if that applies to your location.
• A valid driver’s license might be needed as required by local authorities at your base airport.

The stuff that makes it worthwhile

The travel privileges are what everyone asks about first. You, your family, and friends can fly to 365 destinations on over 6,800 daily flights across our network. It's a serious perk.

• Health Benefits: Coverage starts on day one for health, dental, prescription drugs, and vision. We also offer virtual doctor visits and flexible spending accounts.
• Wellness Programs: Access tools and resources aimed at supporting your overall well being.
• Saving for Later: A 401(k) program is available when you start. Depending on your workgroup, employer contributions can kick in after one year.
• A few more things: There's an Employee Assistance Program, pet insurance options, and discounts on hotels, cars, cruises…the list goes on.

A quick note from me

The team here is diverse in every way imaginable; it’s what makes us work. Over twenty different Employee Business Resource Groups are active here focused on everything from community outreach to professional development. The goal is simple: create an environment where everyone can do their best work while being themselves. If helping people learn how to care for millions of travelers sounds like a challenge you want, I'd like to hear from you.