Cargo Call Center Agent

How You'll Help Us Keep Climbing (Overview & Key Responsibilities)

Internal Movement Eligibility

Internal Employees: Before applying for this position, please reference the company's Internal Mobility Policy and Residency Policy to ensure you meet all eligibility requirements. You must be in good standing, which includes meeting performance standards and tenure requirements in your current role. For more information, visit the HR portal or contact your manager or HR representative. Compliance with these policies is mandatory for consideration.

At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all of our customers during their travels with us and aim to deliver an elevated experience.

The Cargo Call Center Agent resolves all issues for cargo customers across multiple channels such as phone and emails. The Agent's primary function is to build revenue for Delta Air Lines by providing information regarding schedules and rates, selling space for cargo, resolving customer problems, tracking and tracing freight, and recording transactions by using computer programs.

Summary Of Responsibilities (not Comprehensive Of All Tasks)

• Deliver outstanding customer service while advocating for customers.
• Supports Delta Cargo customers via internal and external communications to resolve matters related to bookings, functional issues, and minor technical issues by phone and by email.
• Independently resolve issues for internal Delta stakeholders such as Sales or Operations and for Delta Cargo external customers.
• Enhance revenue opportunities for specialty cargo shipments.
• Favorably portray the airline in all dealings with the public.
• Practice safety-conscious behaviors in all policies and procedures.

Delta Air Lines will never ask candidates for money throughout our recruitment process, including for any pre-employment screenings. All email communications with Delta’s recruitment team will come from a Delta email domain. If you have any questions about the legitimacy of an outreach from Delta’s recruitment team, you can contact [email protected].

What You Need To Succeed (Minimum Qualifications)

• Be at least 18 years of age and have authorization to work in the United States.
• Possess a high school diploma, GED, or high school equivalency.
• Be able to work a fixed and/or rotating schedule including afternoons, evenings, weekends, and holidays.
• Digital literacy in navigating web-based applications, emails, instant messaging, and internet searches.
• Demonstrate clear, warm, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation.
• Two years of customer service or sales experience.
• Embrace diverse people, thinking, and styles.
• Consistently prioritize safety and security of self, others, and personal data.

What Will Give You a Competitive Edge (Preferred Qualifications)

• Cargo/freight goods acceptance or call center experience.
• Proficiency in Spanish.
• Prior experience in roles, where responding to customer emails was a core component of the role.
• Prior experience in roles where writing was a core component of the role.
• Formal training and experience using Delta Cargo technology platform, iCargo, a program used to book, track, monitor and update cargo shipments worldwide.

Benefits And Perks To Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – 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.
• 401(k) with generous company contributions up to 9%.
• New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31).
• In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period.
• 10 paid holidays per calendar year.
• Birthing parents are eligible for 12-weeks of paid maternity/parental leave.
• Non-birthing parents are eligible for 2-weeks of paid parental leave.
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance benefits.
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages.
• 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.
• Career development programs to achieve your long-term career goals.
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
• Recognition rewards and awards through the platform Unstoppable Together.
• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare.