How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
As a Below Wing 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
- Oversees and coordinates operational performance, including safety, on‑time departure (D0), security, and customer service delivery.
- Demonstrates strong analytical, organizational, and administrative skills, with the ability to multi‑task and manage multiple operational priorities simultaneously.
- Promotes teamwork and collaboration with business partners, vendor workforce, and leadership.
- Observes below‑wing operations—including ramp handling, cargo handling, and safety/security procedures—to ensure full compliance with Delta requirements.
- Participates with Delta leadership in Incident Analysis reports, Injury Prevention Group sessions, and station safety meetings.
- Ensures adherence to the station Safety Business Plan and compliance with divisional performance and safety standards.
- Responsible for timely completion of performance appraisals, quality assurance observations, performance discussions, coaching, and administrative actions, while promoting employee and vendor recognition.
- Supports ongoing training and development for Delta and vendor personnel.
- Displays a positive image of Delta.
- Activates emergency response procedures when necessary.
- Coordinates with internal resources under pressure and time constraints to help ensure on‑time departures.
- Performs a variety of duties based on functional work area assignments; agents may be cross‑utilized as needed.
- Subject to rotating shifts and off‑days.
- May require outside work.
- Practices safety‑conscious behaviors in all operations, prioritizing the safety and security of self and others.
- 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 (including Portugual) at the time of application. Delta does not provide visa sponsorship.
- Fluent in English and Portuguese (written and oral).
- Must be eligible to live and work in Portugal.
- Demonstrates expertise in operations with strong customer service and teamwork skills.
- Must have the ability to coach and deliver developmental feedback to peers and/or vendors.
- Embraces diverse people, thinking, and styles.
- Prioritizes safety and security of self, others, and personal data.
- Must have flexibility to work varying shifts, extended hours, and on‑call requirements.
- Strong written and verbal communication skills.
- Must be approachable with interpersonal skills that foster trust and respect.
- Able to manage conflict and resolve problems effectively.
- Must be performing satisfactorily in current position.
- High school diploma or equivalent.
What Will Give You a Competitive Edge (Preferred Qualifications)
- 1+ years of experience and/or training in airport operations such as ramp handling, safety, and security is preferred.
