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Customer Service Agent, Red Coat (EDI)
HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)
- Vision: Serve as a key liaison with a variety of different parties and deliver world-class service to all our customers.
- Mission: Co-coordinate a SAFE, on time aircraft turn around process and uphold the Delta customer experience to its highest possible standards.
As a Red Coat Customer Service Agent (CSA), you play a vital role in ensuring our customers experience smooth and enjoyable air travel. As part of the ground crew, you’ll work in a dynamic team environment focused on delivering exceptional service. This role involves a wide range of responsibilities, including ticket sales, overseeing check-in and gate operations, handling connecting and re-routed flights, assisting with baggage services, and managing the overall turnaround of flights. Additional duties include monitoring the activities of business partners to ensure safety and security compliance, completing and forwarding statistics, reports, and compliance resolution responses. You’ll also maintain clear communication and coordination with leadership, peers, and stakeholders both inside and outside of the station.
- Coordinate with various business partners to ensure the efficient turnaround of aircraft, including all tasks necessary to handle customers and their baggage acceptance
- Proactively drive operational performance and excellence, cover GSC responsibilities, and ensure safety oversight when OSM and/or STM are not available (training provided)
- Facilitate communication and coordination with flight crews while on the ground
- Oversee check-in and ticketing sales functions, ensuring organization, flow, and exceptional customer service
- Address connecting flight failures and offer rebooking solutions to inconvenient customers
- Ensure operational readiness for same-day and next-day flights
- Greet customers proactively, assess their needs, explain Delta’s technology options, and direct them appropriately
- Keep customers informed and ensure efficient service delivery while displaying a positive image
- Practice safety-conscious behaviors, perform station compliance checklists, and conduct audits to maintain operational integrity
- Encourage and assist customers in utilizing airport technology for a faster and friendlier airport experience
- Coordinate and monitor all aspects of the operation to handle disruptions as quickly and effectively as possible
- Additional tasks may be required based on business and operational needs.
WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)
- Must have valid and permanent authorization to live and work in the UK at the time of application. Delta does not provide visa sponsorship for this role.
- Must be at least 18 years of age.
- Fluent in English (written and oral).
- Minimum of 1 year of experience in an airport above-wing position (i.e Ticket/Gate Agent, Customer Service Agent)
- Able to read, write, and comprehend detailed job instructions.
- Strong listening and communication skills to identify customer needs and provide appropriate direction.
- Flexibility to work varying shifts, extended hours, and on call requirements.
- Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation.
- Able to manage conflict and resolve problems effectively.
- Possess basic computer skills and proficiency in Microsoft Office applications.
- Able to balance multiple priorities within established time constraints.
- No disqualifying history with law enforcement (required for airport access pass).
- (If transferring internally) Must be performing satisfactorily in current position.
- Consistently prioritizes the safety and security of self and others.
- Demonstrates that privacy is a priority when handling personal data.
- Embraces diverse people, thinking, and styles.
WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)
- One year of ACS (Airport Customer Service) experience in operations and customer service.
- Knowledge of Delta systems and other relevant airport technology.
- College degree in airport operations or an airline‑related field.
- Working knowledge of Delta policies and procedures.
