Airport Operations Crew

Position Title: Airport Operations Crew – International PUJ

Position Summary

The Airport Operations Crew provides award winning customer service to customers in the airport. The crewmember checks-in and verifies customers’ personal identification; tags, lifts, and handles customer luggage; books, sells, and verifies flight reservations; meets and assists with flight arrivals and departures; helps prepare aircraft cabin for departure; coordinates customer boarding and deplaning; assists customers with special needs; and complies with any ad-hoc requests as needed. Individuals must excel at serving customers and be comfortable speaking on a public address system, using computers and airport equipment.

Essential Responsibilities

• Provide exceptional customer service
• Conduct check-in process for customers via computer
• Verify customers’ personal identification
• Tag, lift, and handle customer luggage
• Announce flight arrivals, departures, and pre-boarding information via the public address system
• Communicate with our customers to keep them constantly informed
• Offer ancillary products to our customers such as “priority security” and “even more space”
• Coordinate various duties with coworkers and other departments to ensure proper handling of customers
• Help prepare aircraft cabin for customer boarding and departure, which can include light cleaning of seats, seat-pockets, and floor
• Operation of airport equipment, e.g. customer enplaning/deplaning equipment such as Jet bridge, Turbo way, airstairs, etc.
• Assist customers with special needs, e.g. customers who need assistance in boarding
• Crewmembers will be required to perform and/ or rotate through all Airport Operations related functions (gate, ticket counter, etc.)
• Ensure and maintain a safe environment and operation
• Other duties as assigned

Minimum Experience And Qualifications

• High School Diploma or General Education Development (GED) Diploma
• At least eighteen (18) years old
• One (1) year of customer service, volunteer experience or sales experience
• Candidates must complete an assessment that evaluates the job qualifications/characteristics of Adaptability, Customer Service, and Safety Orientation using AI- or statistically-based scoring
• Strong interpersonal and listening skills
• Complete fluency in written and spoken English and Spanish
• Must be able to adhere to JetBlue Uniform Policy Manual Standards
• Able to travel and/or work variable hours, flexible shifts, including holidays and weekends
• Able to make occasional trips to other locations for training or temporary assignment
• Experience using a mouse, computer, keyboard and basic word processing, email and office applications
• Must be able to use handheld radios and microphones to communicate with operations and make all terminal announcements
• Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
• Experience performing under pressure and within fixed time constraints
• Depending upon location, may need to possess and maintain a valid Driver License and a driving record that meets JetBlue Airways’ insurance standards
• Depending on location, may need to acquire and maintain a United States Customs Clearance
• Available for overnight travel (10%)
• Must pass a ten (10) year background check and pre-employment drug test
• Must be legally eligible to work in the country in which the position is located. This position is not eligible for visa sponsorship
• For internal candidates, good standing in attendance, performance and safety

Preferred Experience And Qualifications

• Two (2) years of customer service, volunteer experience or sales experience
• Valid Visa to travel to the United States of America
• Knowledge of customer service principles and practices strongly
• Experience working with various forms of payment (cash, credit cards, travelers checks, etc.)
• Previous airline experience
• Bilingual skills

Crewmember Expectations

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• 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 JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment

• Computer and other office equipment
• Public Address System
• Jet bridge and/or air stairs (Customer enplaning/deplaning equipment)
• Handheld radios
• Free-standing computer kiosks used to identify and process Customer reservations
• Light Emitting Diode (LED) screens and signs

Work Environment

• Airport environment
• Subject to weather and elevated noise levels within airports
• Ability to stand for an extended period of time

Physical Effort

• Moderate physical activity required by handling objects up to fifty (50) pounds frequently and/or seventy to one hundred (70-100) pounds occasionally with the assistance of other people or tools and be in a position where bending, crouching, kneeling, etc. is needed.