Lead Manual Encoder/Customer Service Agent

Overview

Under minimal direction, this position is responsible for the oversight and direction of day to day ATL TOS operations. This includes directing ME/CS agents in providing customer service, directing passenger movement, handling passenger baggage and ensuring that customer baggage is directed to the appropriate locations from stations in the bag room.

Responsibilities

• Trains, mentors and oversees the day to day activities and scheduling of ME/CS Agents.
• Ensures that all stations and positions are covered and re-assigns work as needed.
• Interacts with ELS Customers for updates on day to day flight schedules and to resolve operational issues.
• Assists ME/CS Agents in scanning the bar code(s) of checked or re-routed baggage.
• Assists ME/CS Agents in keying in destination information if bar code tag is not accessible or does not read.
• Assists ME/CS Agents in scanning and moving baggage from the traveling public to the appropriate location.
• Assists ME/CS Agents in collecting tubs for usage in proper baggage handling procedures.
• Completes forms/reports both associated with work assignments according to established procedures and/or as required by the customer.
• Demonstrates professionalism in appearance, manner and communications with other company and/or customer personnel in a clear and precise manner.
• Compliance with ELS safety program policies and procedures.
• Completes all safety training as assigned by the Company.
• Conducts shift-level safety meetings and ensures that employees are following safety and environmental guidelines.
• Work according to Company regulations, procedures and instruction from management and as required by customer requirements.
• Perform additional duties/assignments that may be required by management from time to time.

Qualifications

• High School Graduate or General Education Degree (GED)

• 1 year experience in a leadership role in a customer service role.

 

• Ability to work a non-traditional schedule including weekends and holidays.

 

 

PREFERRED QUALIFICATIONS:

• Previous experience in an Airport environment.
• 2+ years’ experience in customer service.
• Working knowledge of Microsoft Office, specifically Word, Excel and Outlook.
• Knowledge of bar code scanners.

 

 

ADDITIONAL SKILLS AND ABILITIES:

• Ability to efficiently lead a work crew to meet operational objectives.
• Ability to effectively address employee performance and disciplinary issues.
• Ability to perform in an authoritative role while maintaining solid working relationships with subordinates.
• Ability to maintain confidentiality of sensitive issues.
• Ability to accept responsibility and account for his/her actions.
• Ability to use thinking and reasoning to solve a problem.
• Ability to take care of customer needs while following company procedures.
• Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Ability to focus on a goal and obtain a pre-determined result.
• Ability to formulate a sound decision using the available information.
• Ability to effectively build relationships with customers and co-workers.
• Possess the trait of being organized or following a systematic method of performing a task
• Ability to work with people regardless of race, gender, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, veteran status, medical condition or job type.
• Ability to get along well with and manage through a variety of personalities and individuals.
• Ability to obtain the proper resources to complete job assignment.
• Ability to identify and correct conditions that affect employee safety.
• Ability to be truthful and be seen as credible in the workplace.
• Ability to communicate clearly and concisely, both orally and concisely.
• Ability to work under pressure with time constraints.
• Ability to complete assigned training in a timely manner.

 

Computer Skills: Working knowledge of Microsoft Office, specifically Word, Excel and Outlook.

 

Other Requirements:

• Must be able to read, write, speak and understand English.
• Must be able obtain and maintain an Airport Security badge and Customs clearance.
• Must have and maintain a valid driver’s license and be insurable under the Company’s insurance policy.
• Must be able to comply with the ELS Drug and Alcohol policy.