AAC Customer Srvs Op Agnt

Customer Service Operations Agent  (CSOA) Full-time and Part-time is the liaison between the company and customers, domestic and international,  Coordinates with U.S. Customs, and other governmental agencies.  Accountable for charge transactions.  Requires good communication skills, both written and verbal, in English and recommended 25 wpm typing skills.

This position will interact with customers on a daily basis at the cargo counter and warehouse kiosk. Agents looking to work in this area should be able to work with a diverse group of customers and personalities, be calm under pressure and stress, and have good attention to detail. Agents should also be comfortable working around computers and technology. 

Employees are not able to bid into this position unless they have been trained and meet all of the requirements of a Customer Service Operations Agent  as follows:

1. Customer Service training (provided by the company) 

2. Jetstream training

3. Hazmat awareness, acceptance, handling, documentation & storage.

4. Manifest desk

5. Load room and/or International flights

CSOA who fail to maintain the requirements of the position or who have difficulties following the established processes leading to corrective counseling will be provided the option to step down to a Cargo Agent position if available. 

Due to operational need, if the company requires a current agent assigned to another area to cover as a Customer Service Operations Agent, they must first meet the minimum requirements as follows.

1. Customer Service training

2. Jetstream training

3. Hazmat awareness  

Addition of DG/Hazmat requirements under B. Cargo Agent (CA) Full-time and Part-time as follows:

All agents are required to be trained in DG Awareness per FAA regulations, which consists of four (4) hours of training. An eight (8) hour training course is provided to all agents which consist of recognition, acceptance, handling, documentation, and storage. This class is in addition to the DG Awareness class. A score of 95% must be received in order to pass this eight (8) hour training and to be considered qualified for receiving the DG Handling Premium, in addition to passing annual recurrent training. 

Employees who do not maintain a passing score for the annual recurrent training will not be allowed to process DG freight or receive the DG Handling Premium when bid into a position requiring the DG Handling Premium.