Customer Service Lead Crewmember

Job Type

Full-time

Description

Customer Service, Lead Crewmember

Do you have a soul of service? Then we are looking for you!

Here at Avelo Airlines, we want our customers to feel like we are a good neighbor. We are a brand-new, high value/low fare airline growing throughout the U.S. You will have a key role in creating an airline our Crewmembers are proud of because we deliver a great customer experience with execution our customers know they can count on. As an Avelo Customer Service Crewmember, you may be the first face of Avelo our customers will see.

Description

We are looking to you to assist us in providing excellent customer service and a simple, seamless experience that our customers will appreciate. Assisting customers with check-in and boarding of their flight with caring, friendliness, and transparency in a safe environment. Oversee Customer Service operations as assigned.

Responsibilities

• Maintain a One Crew attitude and actively assist other Crewmembers with a focus on the overall performance of the team.
• Responsible for leading the Customer Service Crewmembers in maintaining high expectations of safety, security, training compliance and customer service in accordance with Federal Regulations and Company policies.
• Attend and participate in safety briefings and meetings.
• Customer records are created and updated per company standards.
• Facilitate check-in, boarding, and baggage management by validating customer documentation and maintaining strict adherence to on-time performance.
• Contributes to station on-time performance.
• Follow all Federal requirements and company standards
• Maintains Crewmember training compliance
• Maintain a safe environment for our Customers and Crewmembers. With a pro-active approach to safety by taking immediate corrective action for any unsafe act.
• Deliver remarkable customer service by listening and effectively communicating while demonstrating knowledge of company standards.

Decision-Making Ability

Decision-Maker (approver)

• Modifications to customers itineraries
• Communication message to customers regarding flight status
• Execution of customer boarding process

Decision Participant (Influences)

• Denied boarding and re-accommodation of customers.
• Provide input to streamline processes.

Competencies

Functional Competencies

• Maintain knowledge of federal and company requirements and provide customer education to ensure adherence to our standards.
• Demonstrate proficient use of computers and systems for prompt customer processing and accurate data entry.

Functional Competencies (Continued)

• Handle all customer complaints and special requests for services with quick decision-making and strong communication skills, in accordance with company standards and procedures.
• Monitor airport environment to detect changes that could affect safety or security and notify leadership as needed.

Behavioral Competencies

• Must be customer oriented with a focus on learning to continuously improve our Customer and Crewmember experience.
• Ability to maintain a positive attitude while communicating in a clear and polite tone as well when responding to questions from Customers and/or Crewmembers.
• Display a welcoming personality and accessibility to greet and assist all customers in a prompt, friendly, and courteous manner.
• Strong attention to detail and multi-tasking skills with excellent time management skills.

Requirements

Requirements

Basic Requirements

• Ability to lift/push/pull up to 70 pounds.
• Ability to stand and work in one location for up to four hours at a time.
• Maintain personal appearance that display a positive representation of the company.
• Ability to work in extreme weather conditions.
• Flexibility to work in a sometimes-stressful environment during a variety of shifts, including but not limited to nights, weekends, holidays, and overtime.

Education/Experience Requirements

• Become qualified and remain current in required disciplines.
• High School Graduate or General Education Degree (GED)
• Must be 18 years of age at time of hire.
• Previous employment as a front-line customer service provider, airline experience is a plus.

Licenses/Designations/Additional Requirements

• Possess a valid US state driver's license

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush jobs or technical developments)