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Delta Air Lines, Inc. Consumer Affairs Baggage Claims Manager (Ready Reserve) - ATG in ATLANTA, Georgia

Consumer Affairs Baggage Claims Manager (Ready Reserve) - ATG

United States, Georgia, Atlanta

Airport Customer Service


Ref #: 2543

How you'll help us Keep Climbing (overview & key responsibilities)

To fill our positions, we are seeking qualified individuals with a call center background or experience in above wing positions providing service recovery initiatives to customers when a baggage service failure occurs.

The successful candidate will be responsible for reading and comprehending complex service failure complaints and responsible for initiating and returning calls to customers who have experienced a baggage service failure (i.e. delayed, damaged, or pilfered luggage).

The role of the successful candidate will be to assist our customers by reviewing claim submissions and properly handling settlements as outlined by Domestic and International IATA tariffs that govern Delta’s Contract of Carriage; Meeting all Delta and Department of Transportation (DOT) compliance requirements; Make the appropriate compensation due to the impacted customer/s; Must meet/exceed divisional daily, weekly and monthly productivity goals.

The job requires excellent conflict resolution skills in verbal and written form to successfully interact with customers who have contacted Delta for assistance. As part of our Ready Reserve program you are able to work 600-1400 hours per year.

What you need to succeed (minimum qualifications)

*Preferred Language of Destination-Korean, Chinese, or Japanese with ability to pass standardized language assessment both verbal and written

*2 - 5 years’ experience in claim settlement using tariff guidelines or related experience within the BOCC/ACS Baggage Service Office environment is required

*Customer Care experience is a plus

*Prior work experience related to the airport and baggage service office role and/or call center duties as well as experience working with customers via phone and written correspondence is required.

*Strong verbal and written communication skills is required

*Second language a Plus-Korean, Chinese, or Japanese with ability to pass standardized language assessment both verbal and written

*Knowledge of Contract of Carriage Limitations (Domestic and International Tariffs) and understanding of Department of Transportation consumer guidelines is preferred

*Ability to read and comprehend customer letters to find key points of information is required

*Proficiently type 40wpm and navigate multiple programs simultaneously is required

*Proficiency in DLTerm related to tracking baggage in World Tracer is highly desired

*WorldTracer /FastTrack and Phoenix (PHX) systems are highly desired

*Must possess solid decision making ability and be a self-starter, highly motivated, dependable, and open to change

*Must be able to manage and determine priorities for multiple tasks

*Must be able to work with cross-divisional groups to successfully execute ACS programs and initiatives

  • Must be skilled in using business software applications, including Microsoft Word and Excel

*Previous experience in any one of, or combination of, Reservation Sales and Operations, Augusta (AGS) Baggage Operation Call Center (BOCC), Airport Customer Service Passenger Service or Baggage Service Operations is strongly preferred.

*Successful candidates must be willing to work any shift/off day pairings and holidays.

*Must be performing satisfactorily in current position.

What will give you a competitive edge (preferred qualifications)

  • Dependable, scheduling Flexibility and open to operational change management

  • Claim settlement using tariff guidelines or related experience within the ACS Baggage Services environment

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here