How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
- Vision: Serve as a key liaison with a variety of stakeholders and deliver world‑class service to all customers.
- Mission: Co‑coordinate a SAFE, on‑time aircraft turnaround process and uphold the Delta customer experience to the highest possible standards.
As a Red Coat, you are the face of Delta Air Lines at LIS. You act as a customer service agent and maintain a highly visible presence in all customers‑facing situations. You interact with, guide, and coordinate internal and external partners and monitor vendor performance. Together with several Delta departments, you play a critical role in the SAFE and on‑time turnaround of our aircraft while ensuring customers receive the level of service they expect from Delta Air Lines.
- Practices safety‑conscious behaviors in all operational processes and procedures.
- Excels in customer service.
- Willing to attend additional training for job qualifications.
- Works a fixed and/or rotating schedule, including afternoons, evenings, weekends, and holidays.
- Displays a positive attitude inside and outside of work.
- Always follows uniform guidelines.
- Willing to become a Complaint Resolution Official (CRO) to assist customers in situations related to discrimination, accommodations, or services for customers with disabilities.
- Proactively greets customers, assesses their needs, explains Delta's available technology alternatives, and directs them appropriately.
- Engages with customers and creates “Moments that Delight,” ensuring the highest level of customer experience.
- Creates an environment for operational excellence by efficiently coordinating and monitoring all aspects of the operation, ensuring irregular operations are handled quickly and effectively.
- Additional tasks may be assigned based on operational and business needs.
What You Need To Succeed (Minimum Qualifications)
- Must have valid and permanent authorization to live and work in the EU (including Portugal) at the time of application. Delta does not provide visa sponsorship for this role.
- Must be at least 18 years of age.
- Fluent in English and Portuguese (written and oral).
- Able to read, write, and comprehend detailed job instructions.
- Strong listening and communication skills to identify customer needs and provide appropriate direction.
- Flexibility to work varying shifts, extended hours, and on‑call requirements.
- Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation.
- Able to manage conflict and resolve problems effectively.
- Possess basic computer skills and proficiency in Microsoft Office applications.
- Able to balance multiple priorities within established time constraints.
- No disqualifying history with law enforcement (required for airport access pass).
- (If transferring internally) Must be performing satisfactorily in current position.
- Consistently prioritizes the safety and security of self and others.
- Demonstrates that privacy is a priority when handling personal data.
- Embraces diverse people, thinking, and styles.
What Will Give You a Competitive Edge (Preferred Qualifications)
- Six months of ACS (Airport Customer Service) experience in operations and customer service.
- Knowledge of Delta systems and other relevant airport technology.
- College degree in airport operations or an airline‑related field.
- Working knowledge of Delta policies and procedures.
