Job Description:
Job Description:
Do you enjoy working in a fast-paced, safety-obsessed aviation environment?
Ideal candidates will have at least one year of Customer Service experience.
Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry.
Job Responsibilities:
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Answer busy incoming phone calls, emails, and text messages, professionally and in timely.
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Coordinate details of new and existing service reservations.
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Must be knowledgeable with Airport Butler products, services, and pricing.
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Accurately book reservations and ensure all service details are complete.
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Update reservations with changes and additions as needed.
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Assess what service details are missing and reach out to clients to collect as needed.
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Assign services to the concierge and ensure all details are correct and updated prior to service.
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Send daily reminders of upcoming services via email and text to clients and concierge.
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Create and interpret in-depth pass down notes from shift to shift.
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Track service assignments and cancellations on shared documents, notify agents accordingly.
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The GEC is the main contact for concierge agents and clients – answer questions and/or concerns.
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Exhibit upmost confidentiality with clients and client’s information.
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Accept and accurately process credit card payments and invoices for services rendered.
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Provide excellent customer service to clients and concierge agents.
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Reports and collaborates closely with the Director of Airport Butler.
Safety, Security and Compliance:
All AGI Team members have a responsibility and duty while at work to:
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Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.
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Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
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Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.
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Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.
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Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures.
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Carry out work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.
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Fully understand AGI Health & Safety and Security policies.
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Attend training courses as may be required by AGI.
Physical Requirements:
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Airport Concierge must be able to occasionally lift / carry / push / pull and move items 45 pounds (or more).
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Must be able to sit or stand for long periods of time.
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Must be able to work in various weather conditions.
Knowledge, Skills & Abilities:
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Good Communication Skills – Airport Concierge must be able to communicate information and instructions verbally and/or email and phone.
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Customer Service Skills – Airport Concierge are the primary point of contact for clients with any flight changes must have professional, courteous communication while resolving customer concerns.
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Computer skills: Airport Butler Concierge will be required to use Airport Butler app to track to track the start and end time of a greet.
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Problem-solving skills: Airport Concierge may be called upon to offer clients other lounge and/amenities options has necessary.
- Time management skills: Airport Butler must be able to manage their time to effectively complete tasks efficiently in a fast-paced environment.
Qualifications:-
High School Diploma/GED equivalent.
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Must be at least 21 years old.
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Minimum of 2 years’ experience in customer service or call center environment, required.
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Exceptional organizational skills with ability to multi-task
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Attention to detail is a must.
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High-level of confidentiality.
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Professional verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation.
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Exceptional listening skills with ability to quickly identify issues and proactively solve problems.
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Proficiency with Microsoft SharePoint, Excel, Outlook, and Word
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Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps
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Dependable and flexible with work schedule
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Proven ability to work independently with minimal supervision in a fast-paced environment.
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Enthusiastic approach to customer service, positive attitude, and strong work ethic
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Must be able to work various shifts including irregular shifts, holidays, and weekends.
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Must own smartphone with a mobile operating system of (Android) 5+ or (Apple) 11+ and be willing to download apps required by AGI/Airport Butler
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Must be able to pass a drug screen and criminal and employment background check.
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Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
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Multi-lingual
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Important level of cultural awareness
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Knowledge of or experience in airport/airline industry
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Experience working in a remote environment.
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Knowledge of Freshdesk Help Desk, or similar customer helpdesk support software.
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Must wear company uniform as outlined and conform to all grooming standards.
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Must after training, be able to efficiently use Airport Butler’s automated reservation system, scheduling application, and communication technology.
AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage for part time employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few.
The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!
Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.
