Customer Service Agent- Above Wing (Fco)

HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)

As a Customer Service Agent, you will be central in demonstrating Delta’s commitment to our customers by making their travel experience as smooth and pleasant as possible.

Summary of Responsibilities:

• Handles all facets of work associated with ticketing and making reservations for passengers, as well as activities necessary to board and deplane passengers, including tagging and lifting passengers’ baggage to a bag belt for delivery to the ramp.
• Proactively greets customers, assesses their needs, explains Delta's available technology alternatives, and directs them appropriately.
• Positively impacts customers’ use of airport technology to ensure a better, faster, and friendlier airport experience for all customers.
• Displays a positive image of Delta.
• Keeps customers informed while ensuring high‑quality service delivery.
• Efficiently coordinates with internal resources while working under pressure and time constraints to dispatch flights on time.
• Performs a variety of duties according to the assigned functional work area; however, agents may be cross‑utilized and required to perform all functions. Specific functions, tasks, and departmental duties may vary or be added depending on the location and operational requirements.
• Subject to rotating shifts and off‑days.
• May require outside work.
• Practices safety‑conscious behaviors in all operational processes and procedures.
• Additional tasks may be required based on operational and business demands.

WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)

• Must have valid authorization to live and work in the EU at the time of application. Delta does not provide visa sponsorship for this role.
• Fluent in English and Italian (written and oral).
• Candidates must be eligible to live and work in Italy.
• Demonstrates expertise in operations and strong customer service and teamwork skills.
• Must be able to type a minimum of 30 wpm to effectively use the agent’s computer systems.
• Embraces diverse people, thinking, and styles.
• Consistently prioritizes safety and security of self, others, and personal data.
• Must have the flexibility to work in an operation with varying shifts, extended hours, and “on‑call” requirements.
• Strong written and verbal communication skills.
• Must be approachable and possess interpersonal skills that foster trust and respect.
• Ready to manage conflict and resolve problems effectively.
• Must be performing satisfactorily in current position.
• Must be willing to support seasonal stations such as CTA (Catania, Sicily), OLB (Olbia, Sardinia), and NAP (Naples, Campania) during business needs, especially in busy seasons.
• High school diploma or equivalent.

WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)

• Check‑in, gate, and general airport operations experience.
• Knowledge of SNAPP, Delta Matic, and other relevant airport technology.
• Three years of Airport Customer Service experience.