Job Description

Position Summary 

The Airport Operations Crew provides award winning customer service to Customers in the airport. The Crewmember checks-in and verifies Customers’ personal identification; tags, lifts, and handles Customer luggage; books, sells, and verifies flight reservations; meets and assists with flight arrivals and departures; helps prepare aircraft cabin for departure; coordinates Customer boarding and deplaning; assists Customers with special needs; and complies with any ad-hoc requests as needed. Individuals must excel at serving Customers and be comfortable speaking on a public address system, using computers and airport equipment.

Essential Functions 

• Provide exceptional customer service
• Conduct check-in process for Customers via computer
• Verify Customers’ personal identification
• Tag, lift, and handle Customer luggage
• Announce flight arrivals, departures, and pre-boarding information via the public address system
• Communicate with our Customers to keep them constantly informed
• Offer ancillary products to our Customers such as “even more speed” and “even more space”
• Coordinate various duties with coworkers and other departments to ensure proper handling of Customers
• Help prepare aircraft cabin for Customer boarding and departure, which can include light cleaning of seats, seat-pockets, and floor
• Operation of airport equipment, e.g. customer enplaning/deplaning equipment such a Jet bridge, Turbo way, airstairs, etc.
• Assist Customers with special needs, e.g. Customers who need assistance in boarding
• Crewmembers will be required to perform and/ or rotate through all Airport Operations related functions (gate, ticket counter, etc.)
• Other duties as assigned

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• At least eighteen (18) years old
• One (1) year customer service, volunteer experience or sales experience
• Strong interpersonal and listening skills
• Complete fluency in written and spoken English
• Successfully complete a customer service assessment
• Must be able to adhere to JetBlue Uniform Policy Manual Standards
• Able to travel and/or work variable hours, flexible shifts, including holidays and weekends
• Experience using a mouse, computer, keyboard and basic word processing, email and office applications
• Must be able to use handheld radios and microphones to communicate with operations and make all terminal announcements
• Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
• Experience performing under pressure and within fixed time constraints
• Depending upon location, may need to possess and maintain a valid Driver License and a driving record that meets JetBlue Airways’ insurance standards
• Depending on location, may need to acquire and maintain a United States Customs Clearance
• Ability to handle objects up to fifty (50) pounds frequently and/or seventy to one hundred (70-100) pounds occasionally with the assistance of other people or tools
• Legally eligible to work in the country in which the position is located
• Pass a ten (10) year background check and pre-employment drug test

Preferred Experience and Qualifications

• Two (2) years customer service, volunteer experience or sales experience
• Knowledge of customer service principles and practices strongly
• Experience working with various forms of payment (cash, credit cards, travelers checks, etc.)
• Previous airline experience
• Bilingual skills

Crewmember Expectations 

• Regular attendance and punctuality
• Ability to work flexible hours including holidays/ weekends/ and overnight shifts
• Able to make occasional trips to other locations for training or temporary assignment
• Well groomed and able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft
• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
• Adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Upholding JetBlue’s safety performance metric goals and understanding how they relate to their duties and responsibilities

Equipment 

• Computer and other office equipment
• Public Address System
• Jet bridge and/or air stairs (Customer enplaning/deplaning equipment)
• Handheld radios
• Free-standing computer kiosks used to identify and process Customer reservations
• Light Emitting Diode (LED) screens and signs

Work Environment 

• Airport environment
• Subject to weather and elevated noise levels within airports
• Ability to stand for an extended period of time
• Mandatory over-time may be required to cover irregular operations which occasionally cause extended work days

Physical Effort 

• Moderate physical activity required by handling objects up to fifty (50) pounds frequently and/or seventy to one hundred (70-100) pounds occasionally with the assistance of others