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 other people or tools.