Customer Service Lead ($10.20/Hour + Flight Privileges) at Unifi in Kalamazoo, Michigan

Job Description:

• Assigns activities of the applicable Customer Service Agents and ensures completion of tasks.


• Assist passengers with a smile and friendly face through arrival and check-in processes; including support for passengers with special needs such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance.


• Handle all aspects of ticketing and check-in by operating a computerized system, boarding, baggage service, reservations and resolving related complaints and problems.


• Direct passengers through Customs, Immigration, and Quarantine.


• Assist Ramp Service Agents to ensure that wheelchairs, strollers, and gate-checked bags are made available for loading upon departure and delivery to passengers upon arrival.


• Operate equipment to include the jet way, computer keyboards, and carrier-specific reservation/ ticketing software.


• Push wheelchairs with wheelchair-bound airline passengers through all areas of the airport, including terminal and gate areas.


• Performs other related duties as assigned within the appropriate skill and experience capabilities expected for this position.

Basic Qualifications

Pre-requisites:

• Must be a local (in-state) resident.


• Valid In-State Driver’s License.


• Ability to pass a pre-employment drug screen.


• Ability to pass up to a 10-year background check.


• Must be at least 18 years of age.


• Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.


• Must complete ramp and SIDA training to obtain airport authority identification security.

Experience:

One+ year of relevant experience. Must be open minded and ready to work as part of a detail-oriented team.

Knowledge, Skills & Abilities:

• Excellent customer service skills.


• Strong work ethic.


• Ability to work in a team oriented environment.


• Ability to type and or use a computer keyboard with sufficient speed to meet the requirements of the role.


• Able to understand documents, learn and follow ticketing procedures, and other rules and regulations.

Preferred Qualifications

Education:

High School diploma or GED.

Experience:

Two+ years of relevant experience.

Relevant supervisory experience.

Knowledge, Skills & Abilities:

• Able to communicate information and instructions verbally and/or via radio equipment.


• Able to communicate effectively in a professional manner.


• Able to work quickly and efficiently to meet tight time restrictions.


• Previous passenger service experience.

Working Conditions

Work Schedule:

You will need to have flexibility to work a variety of shifts, including nights, weekends, holidays and overtime. We operate in a shift bid environment.

Work Environment:

Must be able to be alert to moving vehicles or aircraft and use radio equipment.

Enjoy the outdoors on a daily basis (sun, rain, sleet or snow!) May be exposed to a wide variety of weather conditions, jet and machinery noises, fumes, dirt and dust for extended periods.

Physical Demands/Requirements:

• Must be able to lift / carry / push / pull and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.


• Must be able to walk, climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods.


• Must be able to work in cramped or high places.


• Must be able to carry heavy items up and down jet way stairs.

Supervisory Responsibilities

Supervisor team of Customer Service Agents.

Legal

Unifi is an Equal Opportunity Employer.

Customer Service

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