Lead Agent - Customer Service Rep - Full Time
Job description
Come join us to create what’s next. Let’s define tomorrow, together.
Description
As the face of our customer, here’s what you will do:
Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable. Relocation assistance will not be provided.
Key Responsibilities
Under the direction of the Airport Operations Supervisor, the Lead will assume daily responsibility for achieving service standards and operational objectives. The Lead is accountable for making decisions that impact the station metrics and provides front-line leadership, guidance and technical support to CSRs. The lead is engaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basis. You are empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule. Working closely with and supported by the Management team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependable and efficient ethos; to lead the frontline team with drive and compassion, ensuring that we remain accountable for our performance.
Duties include but not limited to:
- Responsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to business partner management and employees
- Responsible for monitoring and maintaining the usage of new loading/unloading and scanning tools for departing/arriving flights
- Responsible for managing the mail & cargo operations on the ramp in conjunction with business partner staff
- Responsible for monitoring and cataloguing the performance of the daily baggage arrivals/departures/connection area
- Ensuring you drive the performance to meet company’s performance metrics
- Work in conjunction with station personnel to allocate daily duties as necessitated by operational needs
- Responsible for compiling and delivering daily briefings
- Follow and uphold PPE & uniform appearance standards
- Assisting General Manager and station leads for interviews when necessary
- Assist management, supervisors, and leads with performance management, feedback and employee development
- Support the management team with collateral and project work
- Participate and organize internal monthly safety meetings alongside fellow leads and management as part of the Station Safety Action Team Liaison and assist with service partners in above the wing team, SOC team for on time departure
- Support with aircraft damage and employee injury investigation
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.
United Airlines is committed to fair and gender-neutral pay. The starting pay for this role is €;1,970.97. Placement within this range is determined by objective criteria, including professional experience, qualifications, and specific skills. This salary range is based on full-time hours and will be pro-rated based on actual hours based on your contract terms.
To ensure a bias-free recruitment process, we do not request or consider your salary history when determining an offer. We believe in compensating for the value of the role and your unique expertise.
To maintain equity across our global team, we offer a standardized incentive program available to all eligible employees. Additionally, because we operate across multiple borders, each country features a unique, localized benefits package designed to align with regional standards and statutory requirements.
Qualifications
What’s needed to succeed (Minimum Qualifications):
- 2 years Customer Service/Operational Experience
- Previous supervisory/leadership experience
- Secondary School Education or equivalent school leaving certificate
- Sound Administration skills (Microsoft Word, Excel, Emails)
- Excellent knowledge of ATW and BTW airport operations procedures & processes
- Good technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc)
- Proven track record of reliability
- Have the ability to work under pressure in a calm, professional manner
- Have the ability to think clearly and make logical decisions
- Must be a true team player
- Excellent verbal and written communication skills
- Demonstrate outstanding leadership skills and initiative.
- Must be willing and able to work all shifts (early/late) on a rotating shift pattern
- Must be well groomed in appearance, be reliable, dependable and strive for high quality work
- Must be fluent in English and Italian (written and spoken)
- Must be legally authorized to work in Italy for any employer without sponsorship
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
- Bachelor's degree
- 5 years of Customer Service/Operational Experience
- Have a valid US Visa
