Summary of Duties: Provide customers with assistance in air transportation reservations, ticketing, and related services offered by the company, ensuring compliance with company procedures, Federal Aviation Administration (FAA), U.S. Department of Transportation, and other applicable regulations.
Specific Tasks:
1. Passenger Assistance: Deliver exceptional customer service by assisting passengers with reservations, ticketing, check-in, preparing load manifests, issuing boarding passes, and handling special requests or accommodations.
2. Flight Reservations: Manage flight reservations for passengers, ensuring accurate booking, modification, and cancellation of itineraries. Provide information on flight schedules, fares, and policies.
3. Flight Coordination: Communicate with flight crew, ground, and maintenance staff to relay necessary information to ensure smooth and timely departure and arrival of flights. Notify passengers promptly of schedule or status changes.
4. Baggage Coordination: Ensure that baggage is properly tagged and documented; coordinate with ground personnel for loading and retrieval. Handle passenger inquiries or complaints related to lost or damaged baggage professionally.
5. Cargo Coordination: Oversee and coordinate the documentation, labeling, and timely processing of cargo shipments. Work with ground personnel and cargo handlers to ensure compliance with safety regulations and proper handling of shipments.
6. Problem Resolution: Act as the primary point of contact for resolving customer inquiries, complaints, and issues using company policies to achieve customer satisfaction.
7. Safety Compliance: Maintain a working knowledge of safety and security regulations applicable to customer service operations and ensure compliance at all times.
8. Communication: Communicate effectively with passengers, colleagues, and other airline personnel via phone, email, and in-person interactions to keep all parties informed of relevant information such as flight delays, changes, and other updates.
9. Sales and Promotions: Advise customers of additional services and special promotions, maximizing revenue opportunities for the airline.
10. Financial Transactions: Accurately process sales, collect payments, or arrange for billing as applicable; ensure all transactions comply with company policies.
11. Documentation and Reporting: Maintain accurate records of passenger interactions, flight data (flight following), and operational activities. Generate reports as needed for management review and analysis.
12. Continuous Improvement: Identify areas for improvement in customer service processes and offer suggestions for enhancing the passenger experience and streamlining operations.
13. Team Support: Collaborate with other Customer Service Specialists and airline staff to ensure a cohesive and efficient operation; provide support and assistance to colleagues as needed.
