How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
Every role plays a crucial part in our mission to connect people to people, people to places, and people to potential. Do you thrive in making in-person connections and enjoy making others feel welcomed? As a Red Coat, you’ll represent Delta's industry-leading hospitality by providing a flawless and memorable travel experience for our customers.
Red Coats provide outstanding customer service by using their emotional intelligence to assist our customers in their travel needs, including conflict resolution. They can explain available technology alternatives to ensure a more efficient airport experience for all customers. Red Coats support leadership to drive operational excellence and reliability, ensuring irregular operations are handled in a caring and efficient way. They are the champions of face-to-face connections, delivering on our brand beliefs of Welcoming, Elevated, and Caring.
The ideal candidate excels in all aspects of customer service, passenger handling, and conflict management. They will be able to identify and seek out our most valued customers, assisting them with all their travel needs, continually developing positive relationships, while coordinating and monitoring all irregular operations. The Red Coat handles all facets of work associated with customer service, including ticketing/reissues, reservations, and being visible for all customers, concentrating on our elite passengers.
Summary Of Responsibilities (not Comprehensive Of All Tasks)
- 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 service delivery
- Efficiently coordinates and monitors all aspects of the operation, ensuring irregular operations are handled as quickly and effectively as possible
- Practices safety-conscious behaviors in all operational processes and procedures
What You Need To Succeed (Minimum Qualifications)
- Have a high school diploma or equivalent
- Must be at least 18 years of age
- Must be fluent, both written and orally, in English and Spanish
- Should be able to read, write, and comprehend detailed job instructions
- Must have strong listening and communication skills in order to identify customer needs and to provide directions appropriately
- Possess basic computer skills
- Frequently lift bags or items weighing up to and including 50 pounds
- Occasionally lift bags or items weighing between 50 and 70 pounds
- Occasionally support in aircraft cabin cleaning duties
- Demonstrates that privacy is a priority when handling personal data
- Embraces a diverse set of people, thinking and styles
- Consistently makes safety and security, of self and others, the priority
- Be willing to work a fixed and/or rotating schedule including afternoons, evenings, weekends, and holidays in all weather conditions
- Able to travel to the United States for meetings and trainings
- Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
- Must have authorization to live and work in the Dominican Republic at the time of application; Delta does not sponsor
What Will Give You a Competitive Edge (Preferred Qualifications)
- Minimum of 3 years’ experience in an airport above-wing position (i.e Airport Ticket/Gate Agent, Airport Customer Service Agent)
- Delta Air Lines product knowledge
