Airport Operations Crew ATO

Airport Operations Crew Airport Ticket Office

Position Summary

The Airport Operations Crew Airport Ticket Office (ATO) provides award winning customer service to customers at the ATO in the Dominican Republic (DR). The Airport Operations Crew ATO meets customers’ needs through prompt responses to inquiries and requests. The Airport Operations Crew ATO possesses effective problem-solving skills and is willing and able to contribute to the support of the Airports operations performance specifically providing support by attending to customers on-site at the moment of their travel and during Irregular Operations.

Essential Responsibilities

• Assist customers in booking reservations on JetBlue Airways while providing excellent service.
• Assist customers in changing, rebooking flights.
• Answer any questions regarding general information about airline travel on JetBlue Airways, like destinations, schedules and fares.
• Offer ancillary products to customers.
• Verify Customers’ personal identification.
• Resolve general customer service concerns through effective customer service techniques.
• Send and receive email correspondence.
• Resolution of issues from the ticket counter. Examples could include no shows, ticketing errors, infants.
• Work independently and in a team environment.
• Provide support to Airports Operations during Irregular Operations with duties such as: Rebooking customers, Issuing of customer service vouchers, Flight status updates.
• Be able to assist at ticket counter with check-in and board at gates if requested by Leadership during Irregular Ops.
• Work extended hours if need by any Irregular operations.
• Other duties as assigned.

Minimum Experience And Qualifications

• High School Diploma or General Education Development (GED) Diploma
• At least eighteen (18) years old
• Complete fluency in written and spoken English and Spanish
• One (1) year of customer service experience
• Experience working with various forms of payment (cash, credit cards, travelers checks, etc.)
• Able to work flexible shifts, travel and/or work variable hours including holidays and weekends
• Strong customer service skills
• Knowledge of Microsoft Word, Excel and Outlook
• Ability to stand for extended periods of time
• Highly motivated self-starter with the ability to multi-task
• Available for occasional overnight travel (10%)
• Valid Visa to travel to the United States of America
• 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
• Authorization to work in the DR is required. This position is not eligible for visa or work permit sponsorship

Preferred Experience And Qualifications

• Excellent verbal and written communication skills
• Ability to work independently and in a team environment
• Attention to detail and strong organizational skills
• Effective research skills including the ability to analyze information and make determinations in accordance with Company guidelines
• Experience performing under pressure and within fixed time constraints

Crewmember Expectations:

• Regular attendance and punctuality
• Potential 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
• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion
• 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))
• Adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Upholding JetBlue’s safety performance metric goals and understanding how they relate to their duties and responsibilities

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment
• Present for core hours but may need to work evenings, weekends and holidays
• If needed Airport ticket counter and gates

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary). If need it by operational needs might work at the ticket counter and will need to take bags up to 50 pounds for customers check in.