Job Description
Customer Service Representative, On-Board Services
The OBS Customer Service Representative (CSR) will join the Atlanta OnBoard Services – Catering Team to deliver on an innovative and world-class catering experience. As a Customer Service Representative, you will join a service and operational focused team in the world’s busiest and Delta’s largest hub operation. Ideal candidates should demonstrate the desire to make our catering experience and FA interactions a superior and memorable product.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Execute a positive hand off with flying crews and conduct galley audits during catering provisioning to mitigate missing item concerns/occurrences
Support restock of “hold items” from a terminal access vantage to reduce dependencies on truck dispatches
Serve as a product and mileage SME for ATL catering specifications with IFS and OBS
Track, trend and provide targeted “surprise & delight” for MI-19 trends, destinations, and flight crews
Support & Participate in “Catering Specification Blitz” at IFS Lounges for product, specification and change management “communication and feedback”
Actively engage in Social Media/SkyHub postings and promotions, for ATL OBS Brand Building and Awareness
Role requires constant motion, required to be actively moving and overseeing all aspects of the catering operation
Position requires a customer service mentality to diffuse tense situations and effectively problem solve on the fly
Must efficiently perform a variety of duties according to the functional work area assignment: however, under certain circumstances, personnel may be required to perform all functions
Must be able to work well in a team environment
Must be approachable and have strong interpersonal and presentation skills
Must practice safety-conscious behaviors and comply with all COVID-19 safety precautions in all operational processes and procedures
Attend/participate in daily team huddles
Assembling of carts may be required periodically
Building ATLAS drawers to catering specifications (catering and provision supplies)
Must be able to lift and transport items weighing up to 40 pounds (similar weight to closing an aircraft door 40-60 pounds)
Perform quality control functions prior to delivery onboard
Job Requirements
Must have and maintain a valid driver’s license
Must be able to obtain and hold an airport badge with a customs seal
Be at least 18 years of age
Pass an extensive post offer pre-employment background check, including finger printing and a criminal history record check required by federal law
Pass a post offer pre-employment drug test
Should have excellent oral and verbal communication skills and be able to comprehend detailed job instructions
Be willing to work a fixed and/or rotating schedule including afternoons, evenings, weekends and holidays
Must successfully complete relevant training classes. Incremental training for additional responsibilities such as handling specialized processes, equipment and products can be required
Able to work in various climates inside and outside
Should project a professional image
Must be able to drive and safely operate a catering truck, when required to dispatch aircraft
Must be able to understand and identify Galley geography by aircraft type
Embraces diverse people, thinking, and styles
Consistently makes safety and security, of self and others, the priority
Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.
Should have excellent verbal and written communication skills, organizational skills, team orientation and leadership abilities
Quality Assurance experience highly preferred
Strong computer skills preferred. Must become familiar with e-gate matrix systems, Delta's catering related technology system
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