Vision: Deliver world-class service to all customers.
Mission: Make every customer feel like the most valued person.
Working as a Customer Service Agent ("CSA") is central to demonstrating that we understand the demands of air travel and our goal is to make the experience as smooth and enjoyable as possible for our customers. As a member of our ground crew, you will work in an enjoyable team environment. The position involves a variety of functions that include but are not limited to: ticket sales counter functions, oversight of check-in, gates, connecting/reroute handling, baggage service, and oversight of the overall turnaround of flights.
JOB SUMMARY:
As a Customer Service Agent, you will be central in demonstrating Delta’s commitment to our customers by making their travel experience as smooth and pleasant as possible.
SUMMARY OF RESPONSIBILITIES:
Monitoring all business partners’ activities.
Safety and security compliance.
Supporting Station Manager/OSMs in all administrative duties (budgeting, cost control, invoice processing, personnel paperwork, etc.).
Completing and forwarding statistics, reports, inventories, passenger complaints, insurance claims, and Complaint Resolution Official responses.
Maintaining communication and coordination channels with DL leadership and peers within and outside the station.
Oversight of the flight turns, coordinating with various actors involved in the efficient turnaround of aircraft servicing, including all tasks necessary to handle customers and their baggage acceptance.
Troubleshooting connecting failures to offer reroutes to inconvenienced customers.
Assisting customers with inquiries related to baggage, lost and found, commercial disputes, and overall assistance.
Practicing safety‑conscious behaviors in all processes and procedures.
Performing station compliance checklists and audits, handling station supplies ordering, and exercising station cost controls.
Handling all facets of work associated with ticketing and making reservations, including tagging and lifting passengers’ baggage to a belt for ramp delivery.
Proactively greeting customers, assessing their needs, explaining Deltas available technology alternatives, and directing them appropriately.
Positively impacting customers use of airport technology to ensure a better, faster, and friendlier experience.
Displaying a positive image of Delta.
Keeping customers informed while ensuring service delivery.
Efficiently coordinating with internal resources under pressure and time constraints to dispatch flights on time.
Performing various duties according to assigned functional work areas; agents may be cross-utilized and required to perform all functions depending on location and operational needs.
Subject to rotating shifts and off days.
Practicing safety-conscious behaviors in all operational processes and procedures.
Additional tasks may be assigned based on operational and business needs.