Airport Agent ID-1884
About the position
Working at Breeze Airways is an exciting endeavor and a serious commitment to bring "The World's Nicest Airline" to life. We work cross-functionally with truly awesome Team Members to deliver on our mission: "To make the world of travel simple, affordable, and convenient. Improving our guests' travel experience using technology, ingenuity, and kindness." Breeze is hiring- join us! The Airport Agent role supports both Stations during peak season and our Guest Empowerment team during off-peak seasons. We are looking for highly motivated self-starters who support their teammates while empowering and supporting Breeze Guests along their travel journey. At the airport, they help Guests with check-in, boarding, baggage, etc. While working remotely, they will support Guests through a variety of digital channels such as SMS, Messenger, and email by empowering Guests to use the Breeze app and website to make flight reservations, itinerary changes, manage their account, and get answers to their questions. Work days can be quite routine, or they can be demanding. A high-demand day may consist of working with multiple Guests at the same time during an operational disruption or helping a hurried Guest who may take out their frustration on the Team Member. Remaining calm under pressure, focusing on solutions, communicating clearly verbally, and maintaining a positive attitude are essential skills for this job. Team Members must be willing and able to contribute to the development of a growing team environment. The pay for this position: At the airport supporting Stations: $16.50 per hour Remote supporting Guest Empowerment: $15 per hour. This is a part-time position.
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- Provide Breeze Guests at the airport with a Seriously Nice experience during check-in and boarding.
- Greet and assist Guests at airport arrival with check-in, checking bags, and supporting needs at the ticket counter through digital channels and standard airport processing methods.
- Handle all aspects of ticketing and check-in by operating a computerized system, including boarding, baggage service, reservations, and resolving related complaints and problems.
- Work at the gate during the boarding process, gate checking bags.
- Assist Guests with wheelchairs through all areas of the airport including terminal and gate areas.
- Operate jetbridges and open and close the main cabin door of the plane.
- Assist ramp agents to ensure that wheelchairs, strollers, and gate-checked bags are made available for loading upon departure and delivery to Guests upon arrival.
- Direct Guests through Customs, Immigration, Quarantine, and other points in a Federal Inspection Station.
- Commit to regular attendance and punctuality and work safely in full compliance with all work rules, regulations, policies, and procedures.
- Communicate with Guests through a digital-first contact approach, but also telephone communication as needed while working remotely.
- Work with multiple Guests at the same time and in multiple programs and on multiple screens simultaneously while working remotely.
- Empower Guests to use the Breeze app and website to make flight reservations, itinerary changes, manage their account, and get answers to their questions.
- De-escalate frustrated Guests by remaining calm under pressure, focusing on solutions, communicating clearly in writing, and maintaining a positive attitude.
- Engage in continuous and concurrent virtual conversations offering solutions and information for empowering Guests through their Breeze experience.
- Kindly and patiently resolve Guests' concerns by researching systems to find the root cause of Guests' technical difficulties.
- Attend virtual on-camera meetings and work independently and as part of a team.
- Complete behind-the-scenes tasks to ensure Guests' reservations are complete and accurate.
- Recommend improved processes to improve the overall Guest Experience through the spirit of ingenuity and integrity.
- Offer peer-to-peer feedback to contribute to the development of a growing team environment and mentor others as their skillset expands.
Requirements
- High School Diploma or General Education Development (GED) Diploma
- Two (2) years of customer service experience
- Excellent writing skills with an emphasis on grammar & spelling
- Excellent reading comprehension
- Basic proficiency with Microsoft Office 365
- Must pass assessments which demonstrate basic computer, typing, communication and customer service skills
- Multi-channel customer engagement experience (i.e. SMS, chat, email, and other messaging channels)
- Must pass new-hire training
- Provide regular verification of high-speed internet with minimum speeds of 5Mbps up and down
- Able to complete multi-factor authentication and connect to VPN to access Breeze systems
- Provide a safe and professional office work environment within residence, free from background noise and distraction when working remotely.
- Perform Team Member in Charge administrative functions on rotation
- Willing to travel to Breeze Headquarters in Salt Lake City, UT for meetings and trainings as needed
- Reside within 25 miles of the RSW Airport
- Have reliable transportation
- Strong attention to detail, organization, and time management skills
- Self-starter with a positive attitude and strong desire for success
- Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible.
Nice-to-haves
- Previous airline experience
- Previous contact center experience
- 4-year degree
- Proficient and quality written communication at 65 WPM
- Bi-lingual (English and Spanish)
- Navitaire PSS experience
- Gladly experience
- High-speed internet with recommended speeds of 25Mbps up and down
Benefits
- Health savings account
- Dental insurance
- Paid time off
- Vision insurance
- 401(k) matching
