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Lead Customer Service Agent

Alaska Airlines
Chicago, IL
Lead Customer Service Agent Location Chicago, IL : Company: Alaska Airlines The Team: Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you'll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places. Role Summary: The Lead Customer Service Agent (Lead CSA) is responsible for supervising and may train Customer Service Agents (CSAs) in all other classifications at Alaska Airlines (AS). As a member of the passenger service team, this individual contributor role also performs duties of a CSA, which includes responding to guest inquiries and performing various tasks in the lobby check-in, gate, and baggage areas. This is a union represented position. Key Duties:
  • Supervise and may train up to twenty (20) CSAs in all other classifications.
  • Greet and assist guests with travel needs (e.g., answering questions, checking-in guests, boarding flights) in a fast-paced environment.
  • Perform iPad, computer, and paperwork tasks.
  • Perform boarding and gate duties (e.g., drive jetbridge for loading and unloading, make gate announcements, assign seats, rebook guests that miss flights, and assist guests with disabilities including pushing wheelchairs).
  • Assist and de-escalate upset guests to provide a positive travel experience.
  • Assist guests whose bags are missing or damaged (e.g., take baggage claims, provide options for repair or replacement, and help locate missing bags).
  • At the direction of management, may be assigned to perform duties of varying capacities to ensure complete guest satisfaction.
    • Additional Details: Our tattoo policy for this role is the following: No visible tattoos on face, front of neck, or chest. One tattoo the size of a quarter or smaller allowed per hand. Tattoos in other areas cannot be larger than a credit card or offensive. Employees can have one tattoo per arm/leg/foot/back of neck/behind each ear. Tattoos on the back of neck and behind the ears are only permitted if they're not visible when looking directly at a person. Tattoos may only be covered with a uniform piece or approved jewelry/watch (covering with makeup is not allowed). Job-Specific Experience, Education & Skills: Required
    • A minimum of 2 years of customer service or community service experience.
    • Possess exceptional interpersonal and communication skills (e.g., verbal, written, listening).
    • Must be able to approach guests as they walk through the door with a smile and greeting.
    • Typing speed of at least 25 WPM.
    • Ability to consistently lift 50 lbs.
    • Must be able to push/pull 50 lbs.
    • Must be able to bend, stoop, squat, reach, and grasp.
    • Flexibility to work varied shifts at any time in 24-hour period (e.g., weekends, holidays).
    • Ability to participate in paid training.
    • Ability to learn and use an iPad and computerized check-in system.
    • Ability to adapt to performing work according to set procedures.
    • Ability to anticipate needs of others in a fast-paced environment.
    • Ability to be flexible and able to adapt to change in a fast-paced work environment.
    • Ability to work with large diverse groups of people.
    • Must have an Enhanced ID/Driver's license or valid Passport at time of hire.
    • Ability to communicate in English.
    • High school diploma or equivalent.
    • Minimum age of 18.
    • Must be authorized to work in the U.S.
    Airport SIDA Badge Requirements: Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated. Job-Specific Leadership Expectations: Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. Starting Rate: USD $22.23/Hr. Total Rewards: Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.
    • Free stand-by travel privileges on Alaska Airlines & Horizon Air
    • Comprehensive well-being programs including medical, dental and vision benefits
    • Generous 401k match program
    • Quarterly and annual bonus plans
    • Generous holiday and paid time off
    For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits. FLSA Status: Non-Exempt Employment Type: Full-Time Regular/Temporary: Regular Requisition Type: Frontline Location: Chicago Regulatory Information: Equal Employment Opportunity Policy Statement It is the policy of Alaska Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment. We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories. We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran's Readjustment Assistance Act of 1974 (“VEVRAA”). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities. To implement this policy, we will:

    (1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories; (2) Ensure that employment decisions are based only on valid job requirements; and (3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

    Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA. Government Contractor & Department of Transportation (DOT) Regulations Alaska Airlines & Horizon Air are regulated by the Department of Transportation (DOT - regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Horizon Air and any employment offer will be withdrawn. Featured Job: 0 A:: Y - T1
Posted 2025-07-29

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