The Airport Customer Service Agent is responsible for delivering excellent customer service while supporting safe, efficient, and on-time airport operations. This role combines frontline passenger support with real-time operational coordination, acting as a link between Above Wing and Below Wing teams, internal stakeholders, business partners, and airport authorities as needed to improve station performance and the overall customer experience.
KEY RESPONSIBILITIES
Customer Service and Passenger Support
- Handle all facets of work associated with ticketing, reservations, boarding, deplaning, and baggage processing, including tagging and lifting passenger baggage to the bag belt for delivery to the ramp
- Proactively greet customers, assess their needs, explain Delta’s available technology alternatives, and direct them appropriately
- Positively influence customers’ use of airport technology to support a better, faster, and friendlier airport experience
- Keep customers informed and ensure a high standard of service delivery during both routine and irregular operations
- Display a consistently positive and professional image of Delta in all customer interactions
Operational Coordination and Performance Support
- Maintain real-time awareness of the operation to identify and assist with Above Wing and Below Wing challenges and help prevent customer and baggage misconnections
- Coordinate efficiently with internal teams, business partners, and airport stakeholders while working under pressure and time constraints to support on-time departures
- Act as a key point of contact for operational updates, including rotation changes, diversions, crew communication, service recovery, and other day-of-operation issues
- Support coordination with Delta business partners, joint venture partners, and airport stakeholders to improve operational performance and customer outcomes
- Assist in monitoring aircraft turnaround performance and help drive improvements in operational metrics, customer experience, and baggage performance
- Use multiple system tools to monitor flight performance, support planning, and coordinate operational responses
Reporting, Compliance, and Administrative Support
- Collate information required for timely Delta reporting, including safety reporting, baggage adjudication, delay investigation, coding, and other station documentation as required
- Ensure Delta documents and paperwork are accurate, complete, and properly filed
- Support ad hoc operational projects and initiatives relevant to the role
Flexibility and Safety
- Perform duties according to functional work area assignment and remain flexible to be cross utilized across different operational areas based on station and operational requirements
- May be required to cover other stations
- Will require below wing experience
- Practice safety-conscious behaviours in all operational processes and procedures
- Work rotating shifts, including weekends, holidays, and assigned days off, in line with operational needs
