How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
The Airport Customer Service Agent is responsible for delivering excellent customer service while supporting safe, efficient, and on-time airport operations. This role combines frontline passenger support with real-time operational coordination, acting as a link between Above Wing and Below Wing teams, internal stakeholders, business partners, and airport authorities as needed to improve station performance and the overall customer experience.
Key Responsibilities
Customer Service and Passenger Support
- Handle all facets of work associated with ticketing, reservations, boarding, deplaning, and baggage processing, including tagging and lifting passenger baggage to the bag belt for delivery to the ramp
- Proactively greet customers, assess their needs, explain Delta’s available technology alternatives, and direct them appropriately
- Positively influence customers’ use of airport technology to support a better, faster, and friendlier airport experience
- Keep customers informed and ensure a high standard of service delivery during both routine and irregular operations
- Display a consistently positive and professional image of Delta in all customer interactions
Operational Coordination and Performance Support
- Maintain real-time awareness of the operation to identify and assist with Above Wing and Below Wing challenges and help prevent customer and baggage misconnections
- Coordinate efficiently with internal teams, business partners, and airport stakeholders while working under pressure and time constraints to support on-time departures
- Act as a key point of contact for operational updates, including rotation changes, diversions, crew communication, service recovery, and other day-of-operation issues
- Support coordination with Delta business partners, joint venture partners, and airport stakeholders to improve operational performance and customer outcomes
- Assist in monitoring aircraft turnaround performance and help drive improvements in operational metrics, customer experience, and baggage performance
- Use multiple system tools to monitor flight performance, support planning, and coordinate operational responses
Reporting, Compliance, and Administrative Support
- Collate information required for timely Delta reporting, including safety reporting, baggage adjudication, delay investigation, coding, and other station documentation as required
- Ensure Delta documents and paperwork are accurate, complete, and properly filed
- Support ad hoc operational projects and initiatives relevant to the role
Flexibility and Safety
- Perform duties according to functional work area assignment and remain flexible to be cross utilized across different operational areas based on station and operational requirements
- May be required to cover other stations
- Will require below wing experience
- Practice safety-conscious behaviours in all operational processes and procedures
- Work rotating shifts, including weekends, holidays, and assigned days off, in line with operational needs
What You Need To Succeed (Minimum Qualifications)
- Fluent in English, with strong spoken and written communication skills
- Operational experience in airport customer service or airport operations preferred
- Experience and/or training in ticketing preferred
- Strong verbal, written, and listening communication skills
- Strong interpersonal, customer service, problem-solving, and decision-making skills
- Strong analytical, organizational, and administrative skills
- Ability to manage multiple tasks simultaneously and perform effectively under pressure
- Self-starter with the ability to work independently while coordinating across multiple teams
- Consistently prioritizes the safety and security of self, others, and personal data
- Embraces diverse people, thinking, and styles
- Willing to work a fixed and/or rotating schedule including afternoons, evenings, weekends, and holidays
- Must have proper work authorization to work and reside in Ireland at the time of applying; Delta will not sponsor candidates for this role
- Must be able to meet airport-specific requirements and hold any required airport security clearance or badge
- If currently employed by Delta, must be performing satisfactorily in current position
What Will Give You a Competitive Edge (Preferred Qualifications)
- Check‑in, gate, and general airport operations experience.
- Knowledge of relevant airport technology.
