There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. Our careers include competitive benefits package aimed at keeping you happy, healthy, and well-traveled. From world-class benefits and space available travel privileges, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape. From the check-in counter to the departure gate, and even behind the scenes, our Airport Operations team keeps operations at our airports running smoothly every single day.
As the face of our customers, here’s what you will do:
Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.
What Are Your Responsibilities
Under the direction of the Airport Operations Supervisor, the Lead Agent Customer Service will assume daily responsibility for achieving service standards and operational objectives. The Lead is accountable for making decisions that impact the station metrics and provides front-line leadership, guidance and technical support to CSRs. The lead is engaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basis. You are empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule. Working closely with and supported by the Management team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependable and efficient ethos; to lead the frontline team with drive and compassion, ensuring that we remain accountable for our performance.
Duties Include But Not Limited To
Responsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to Customer Service Reps.
Driving the operation in all departments; lobby, gates, premium services, club, baggage and connections
Engaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basis
Oversee the necessary daily preparatory work, ensuring staff deployment best meets the needs of the schedule
Support club vendor and PS team in service delivery and product offering through daily engagement and service standard audits.
Ensure a good knowledge of premium services policies and procedures; including club access, promotions and marketing programs can be demonstrated
Follow and uphold uniform and appearance standards
Support the station with daily admin and back office work
Assignment of department tasks, breaks and overtime in all areas
Assist Supervisors with performance management and feedback to employees
Conduct daily team briefings
Assisting Customer Service Representative job interviews
Support the supervisor team with collateral and project work.
Participate and organize internal monthly safety meetings alongside supervisor as part of the Station SAT
Liaison and assist with service partners in below the wing team, SOC team for on time departure
Support with aircraft damage and employee injury investigation
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.
Qualifications
What's needed to succeed (minimum requirements)
High school graduate or equivalent certificate
Minimum of 18 years old
Excellent interpersonal skills with proficiency in English
Have the ability to work under pressure in a calm, professional manner
Customer Service / Operational Experience
Previous supervisory/leadership experience
Excellent knowledge of airport operations procedures and processes
Comfortable working with computers, mobile devices, and new technologies
Physical ability to stand and walk for entire shift, as well lift and handle baggage
Ability to travel to other countries for training purposes
Ability to work ANY shift that is assigned to you within a 24-hour, 7 day a week operation which can include late nights, early hours, weekends, and holiday
Legally authorized to work in Barbados without sponsorship
Ability to meet the Company attendance standards and uniform and appearance standards
Hold a valid passport and U.S. visa
What will help you propel from the pack (Preferred Qualifications):
Previous airline, travel, or hospitality work experience
Bachelor’s degree
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.