Airport Agent

Job description

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 and 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

Here’s what you’ll do

While working at the Airport, Team Members will:

• 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 ticket counter through digital channels and standard airport processing methods.
• Handle all aspects of ticketing and check-in by operating a computerized system. System usage includes 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
• Commit to working safe and in full compliance with all work rules, regulations, policies and procedures.

While working Remotely, Team Members will:

• Communicate with Guests through a digital-first contact approach, but also telephone communication as needed.
• Work with multiple Guests at the same time
• Work in multiple programs and on multiple screens simultaneously
• 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
• Commit to regular attendance and punctuality
• Attend virtual on-camera meetings
• 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 though the spirit of ingenuity and integrity
• Offer peer-to-peer feedback, to contribute to the development of a growing team environment.
• Mentor others as their skillset expands
• Stay up to date on new product releases and participate in educational opportunities to deliver excellence in the role

While working both roles, Team Members will:

• Assist our team of Baggage Specialists with resolving guest baggage claims, concerns, and questions
• Uphold the Breeze Aviation Group Values of Safety, Kindness, Ingenuity, and Excellence
• Complete other duties as assigned

*Note: Advance notice will be provided to all team members of updates to seasonal changes at Breeze’s discretion impacting whether they will be working at the airport or if they will be shifting to remote work*

Here’s what you need to be successful

Minimum Qualifications

• High School Diploma or General Education Development (GED) Diploma
• Two (2) years of customer service experience
• Be willing to work at the airport during peak seasons and then also working remotely during off-peak season
• 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 (travel to be arranged as needed by Breeze)
• 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 and by any means necessary including Breeze’s confidential reporting systems: Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)
• Potential need to be available to respond on short notice as occasional mandatory overtime may be required to support irregular operations
• Be willing to work with a station trainer to learn how to operate a jetway up to and away from parked aircraft.
• Ability to showcase exceptional customer service abilities to all clientele.
• Must be able to walk, climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods.
• Must be able to lift, carry, push, pull and move items of 70 pounds or more on a regular basis.
• Must be able to communicate by radio and other devices.
• Must be able to observe, judge distances, identify surroundings, hazards, aircrafts and equipment.
• Able to work in extreme conditions, such as hot and cold weather, as well as small spaces.
• Eligible to receive appropriate security clearances after satisfactory completion of a criminal background check.
• Flexible schedule allowing work during nights, weekends, and holidays. Some shifts may require extended hours to meet business needs.
• Legally eligible to work in the country in which the position is located
• Must be at least 18 years of age

Preferred Qualifications

• 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

Skills/Talents

• When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Organizational fit for the Breeze culture, that is, exhibit the Breeze values
• Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Lifting up to 100 pounds occasionally, 50 pounds frequently
• Live and promote Breeze’s core Values and Vision

Perks of the Job

• Health Savings Account with Breeze Employee Match
• 401K with Breeze Employee Match
• Generous PTO
• Travel on Breeze and other Airlines too!

Breeze Airways provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  This policy applies to all terms and conditions of employment, including recruiting hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Breeze Airways will never request your Social Security Number, Driver’s License or Date of Birth on our job postings. Job Postings requesting any or all of this information should be regarded as a scam. To ensure you are applying to an actual Breeze Airways posting, please apply online at www.flybreeze.com  then click “Careers” at the bottom of the page.