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Customer Service Director (Lead Airport Sales Agent) - Temporary 6 month Assignment

Req #: FCO00000009-CA
Location: Rome, 62 IT
Job Category:Airport Operations / Cargo
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Airport Operations
The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.
Please submit your CV in English


Job Overview and Responsibilities 

  • Ensure safe and timely arrival and dispatch of aircraft as well as timely processing of customers.
  • As a front line leadership team member, ensure agents meet customer needs within ticket counter, gate, baggage service, Presidents Club (if applicable), and service center areas.
  • Ensure professional, consistent delivery of customer service.
  • Ensure adherence to all company policy and procedures and governmental regulations.
  • Organize and conduct daily shift briefings concerning current operational conditions and planning, procedural and policy changes, and special events/activities/customer needs/facility issues.
  • Encourage safe working behaviors among team members.
  • Provide coaching and feedback to team members concerning customer service/product delivery, organizational goals, safety and procedural clarification.
  • Position may have administrative reporting responsibilities (responses to customer care inquiries, shift reports, CRO reports, customer injury reporting, World Tracer claims).
  • Model a professional behavior to team members.
  • Participate in service recovery plans.
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. 


  • Must have a high school diploma/GED or equivalent secondary school education
  • Proven customer service skills, technical proficiency (ticketing, gate operation, customer processing, baggage service), professional appearance, and ability to coordinate the tasks of other employees (including vendor employees)
  • Ability to make good decisions when resolving difficult situations involving internal and external customers
  • Ability to work well with others as well as ability to lead team of co-workers
  • Fluency in English and Italian (written and spoken)
  • Possess strong (verbal and written) communication
  • Must be willing to work any shift in a 24/7 work week, including nights, weekends and holidays
  • Temporary 6 month assignment
  • Working knowledge of Microsoft Office products (Outlook, Word and Excel)
  • Adapt to challenging operational situations and multi-task within a fast-paced environment
  • Must be able to perform essential functions, including lifting heavy items
  • Must be legally authorized to work in Italy/EU for any employer without sponsorship


  • Experience with SHARES, and other airport applications (eSC, TIMATIC, Gate Reader)
  • Fluency in other European languages (written and spoken)


Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

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