This job is a member of the Flight Service Team, within the Customer Experience Division. Responsible for providing support to Flight Attendants and facilitating the enhancement of the customer experience by achieving on time departures with the incorporation of assisting at the gate prior to departure and by maintaining a visible terminal presence; not just as an ancillary responsibility, but also as a required and essential aspect of the job. This job also serves as part of the daily operational function with a consistent terminal presence. This responsibility will be assigned in accordance with shifts and encompassed within will be daily metrics and accountability tied to the respective terminal zones.
Benefits and Offers
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Duties and Responsibilities
Your main responsibilities in this role include the following:
Acts as the liaison with local and system departments, e.g. IOC, Control Center (Tower), Customer Care, Crew Scheduling, Customer Ops, Daily Ops, Catering, Cabin Appearance, Business Partners and the Flight Department.
Implements selected policies, as well as ensuring established guidelines are followed and enforced
Handles customer service questions and provides Flight Service Management with assistance for inbound and outbound flights
Responds to Flight Attendant injuries and aircraft emergencies by providing appropriate guidance and support
Conducts coaching and counseling as appropriate, and escalates when necessary
Handles Flight Attendant reasonable cause drug and alcohol testing
Assists with administrative duties, such as delay investigations, daily and monthly reports pertaining to operational activities
Provides Flight Attendant Tablet support
Notifies rescheduled and reassigned Flight Attendants’ traveling through the base
Reviews flights and check for potential crew misconnects
Coordinates with Crew Scheduling/Tracking for pre-boarding of flights or re-crewing, if necessary
Proactively send Duty Managers and Flight Service Managers to ramp flights in order to mitigate delays
Investigates and documents Right Start, IPD (International Premium), IFS (International Flagship Service) delays; also responsible for investigating and documenting Catering delays 15 minutes or greater
Provides status of department and communicate any irregularity, which may impact the daily operation to the Flight Service team
High School diploma or GED equivalency
PC, Sabre, DECS, and RES experience
Flight Service or Crew Schedule experience
Ability to make independent decisions using their own judgement skills
Ability to work all shifts, holidays, and overtime as required
Requires rotation of shifts and days off
Knowledge and understanding of working with a contract labor group
Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
Must be able to secure appropriate airport authority, if applicable
