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United Airlines

Flies passengers and cargo worldwide from US hubs

Lead Agent - Customer Service Rep, Full Time

Vehicle Operation & DeliveryUpdated on Nov 12
Full-timeRome, Metropolitan City of Rome Capital, Italy€2k

About the Job

Requirements

  • At least 2 years of customer service or operational experience.
  • Previous supervisory or leadership experience.
  • Secondary school education or an equivalent school-leaving certificate.
  • Sound administration skills, including Microsoft Word, Excel, and email.
  • Knowledge of above-the-wing and below-the-wing airport operations procedures and processes.
  • Technical knowledge of airport applications, including MAP, Aero, Shares, and AIMS.
  • Ability to work under pressure in a calm, professional manner and make clear, logical decisions.
  • Verbal and written communication skills.
  • Leadership skills and initiative.
  • Willingness and ability to work all shifts, including early and late shifts, on a rotating pattern.
  • Must be fluent in English and Italian, written and spoken.
  • Must be legally authorized to work in Italy for any employer without sponsorship.
  • Successful completion of an interview.
  • Reliable and punctual attendance is an essential function of the position.

Responsibilities

  • Assume daily responsibility for achieving service standards and operational objectives under the direction of the Airport Operations Supervisor.
  • Make decisions affecting station metrics and provide front-line leadership, guidance, and technical support to customer service representatives.
  • Lead the frontline team in meeting customer, team, and operational needs while adapting to schedule changes.
  • Uphold safety standards, complete MOCHA audits and safety inspections, and provide feedback to business partner management and employees.
  • Monitor and maintain the use of tools for loading, unloading, and scanning departing and arriving flights.
  • Manage mail and cargo operations on the ramp with business partner staff.
  • Monitor and catalogue the performance of daily baggage arrivals, departures, and connections.
  • Drive performance to meet company metrics.
  • Allocate daily duties with station personnel according to operational needs.
  • Compile and deliver daily briefings.
  • Uphold personal protective equipment and uniform appearance standards.
  • Assist the General Manager and station leads with interviews when necessary.
  • Assist management, supervisors, and leads with performance management, feedback, and employee development.
  • Support the management team with collateral and project work.
  • Participate in and organize monthly internal safety meetings with other leads and management as part of the Station Safety Action Team Liaison; assist service partners, the above-the-wing team, and the SOC team with on-time departures.
  • Support investigations of aircraft damage and employee injuries.
  • Interact with domestic and international customers in airport lobbies and at gates; assist with ticketing, baggage, greeting customers, and resolving travel issues.

Desired Qualifications

  • A bachelor's degree.
  • 5 years of customer service or operational experience.
  • A valid U.S. visa.

About the Company

United Airlines

Flies passengers and cargo worldwide from US hubs

United Airlines flies passengers and cargo across the United States and to destinations around the world, running a hub network that spans Chicago, Denver, Houston, Los Angeles, Newark, San Francisco, Washington Dulles and Guam. It was a founding member of Star Alliance, the global airline partnership that links its routes and frequent-flyer benefits with carriers such as Lufthansa and Air Canada. Travelers book seats in economy, premium and Polaris business cabins, and United earns money from fares, bag and seat fees, cargo, and its MileagePlus loyalty program, which sells miles to card partners. United traces its roots to Varney Air Lines, which began flying airmail in 1926, and is based in Chicago.

Company size
10,001+
Company stage
IPO
Headquarters
Chicago, IL
Founded
1926

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