Red Coat, Customer Service Agent - AMS

As a Red Coat Customer Service Agent (CSA), you play a vital role in ensuring our customers experience smooth and enjoyable air travel while being the face of Delta Air Lines at Schiphol airport.  As part of the ground crew, you’ll work in a dynamic team environment focused on delivering exceptional service. This role involves a wide range of responsibilities, including meeting arriving flights, overseeing departure gate operations, meet and assist VIP customers, and managing the overall turnaround of flights.  Additional duties include monitoring the activities of business partners to ensure safety and security compliance, completing and forwarding statistics, reports, and compliance resolution responses.  You’ll also maintain clear communication and coordination with leadership, peers, and stakeholders both inside and outside of the station.

How you'll help us Keep Climbing

• Serve as a key liaison with a variety of business partners and deliver world-class service to all our customers.
• Co-coordinate a SAFE, on time aircraft turn around process and uphold the Delta customer experience to its highest possible standards.

Key Responsibilities

• Practice safety-conscious behaviors, promotes a safety culture, perform station compliance checklists, and conduct audits to maintain operational integrity
• Coordinate with various business partners to ensure the efficient turnaround of aircraft
• Proactively drive operational performance and excellence, where a safe, clean, on-time operation with bags is prioritized
• Coordinate and monitor all aspects of the operation to handle disruptions as quickly and effectively as possible
• Cover GSC responsibilities, and ensure safety oversight (training provided)
• Acts as a CRO and drives improvement for our customers with disabilities (training provided)
• Oversee arrival and departure gate processes, ensuring organization, flow, and exceptional customer service
• Drives NPS scores and customer satisfaction improvements
• Greet customers proactively, assess their needs, explain Delta’s technology options, and direct them appropriately
• Keep customers informed and ensure efficient service delivery while displaying a positive image
• Part-time position for 24hrs or 32hrs a week with the option to work more hours to cover the schedule when needed.

• Be at least 18 years of age
• Strong verbal and written communication skills in English and / or Dutch
• Candidates must possess the required work permits or visas to be eligible to work in the Netherlands at the time of submitting their application. DELTA DOES NOT SPONSOR
• Experience in an airport above-wing position (i.e Ticket/Gate Agent, Customer Service Agent) or a strong background in another customer service facing industry
• Always following uniform guidelines when wearing the uniform
• Work a fixed and/or rotating schedule including afternoons, evenings, weekends, holidays, and extended hours when needed
• Possess basic computer skills and be proficient in Microsoft Office applications
• Must be able to balance multiple priorities within established time constraints
• Must have strong listening and communication skills to identify customer needs and to provide directions appropriately
• Able to read, write, and comprehend detailed job instructions
• Consistently makes safety and security, of self and others, the priority
• Demonstrate that privacy is a priority when handling personal data
• Embrace diverse people, thinking, and styles
• (If transferring internally) Must be performing satisfactorily in present position.
• No history with law enforcement (due to background screening for Airport access pass).

• Bachelor’s degree or equivalent is highly preferred
• Demonstrates expertise on operations and strong customer service skills

Our culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience, Servant Leadership, and Teamwork - every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:  

Competitive salary, industry-leading profit sharing program, and performance incentives 

Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health 

Domestic and International space-available flight privileges for employees and eligible family members 

World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint 

Recognition rewards and awards through the platform Unstoppable Together 

Business Resource Groups were created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies. 

Access to over 500 discounts, specialty savings and voluntary benefits through Delta Perks