Customer Service Agent - Framingham

Full-Time Customer Service Agent

Pay Rate: $21.00 per hour

Location Information: 19 Flutie Pass, Framingham, MA

About Us:

The Landline Company (landlineco.com) is an innovative ground transportation company that connects airline passengers to major airports through premium motorcoach service in partnership with airlines including Delta, Jet Blue, American Airlines, and Air Canada. Landline operates service between Framingham, MA and Boston Logan International Airport, allowing passengers to check in and transfer luggage seamlessly between our vehicles and partner flights.

The Landline Company (landlineco.com) is reinventing how people get to the airport. We partner with major airlines to connect travelers to hub airports through premium motorcoach service, so passengers can skip the curb, the crowds, and the security lines.

Landline and the Massachusetts Port Authority (Massport) opened the Logan Airport Remote Terminal at 19 Flutie Pass in Framingham, North America's first off-airport TSA security checkpoint. Delta and JetBlue passengers can check in, drop their bags, and clear TSA screening in Framingham, about 25 miles west of Boston. Then they board a Landline coach that takes them straight to the secure side of Logan, steps from their gate. No second security line, no terminal crush.

As a Customer Service Representative, you'll be the first face passengers see and the person who makes this new way of flying feel easy. You'll help travelers check in, answer their questions, and get them on their way relaxed and on time. If you enjoy helping people and want to be part of something genuinely new in air travel, we'd love to meet you.

The Role:

We’re seeking a Full-Time Customer Service Agent to join our Framingham (Natick Area) team! You will be responsible for assisting with passenger check-in and bus boarding.

What You'll Do:

• Greet customers and provide information about our services
• Assist customers with the boarding process
• Answer customer questions and resolve customer concerns
• Enter passenger information into reservations systems
• Document and update customer records based on interactions
• Load and remove customer baggage from Landline vehicles and baggage carousels
• Develop and maintain knowledge of Landline’s products and services
• All other duties as assigned

What We're Looking For:

• High School Diploma, GED, or equivalent education required
• Minimum of 2 years of customer service experience
• Experience working with an Airline Passenger Service System is preferred
• Ability to pass a pre-employment drug screen, including marijuana, and participate in random drug and alcohol testing throughout employment (this is a USDOT safety-sensitive position)
• Ability to pass a company background check (7-year history) and a TSA criminal history records check (10-year history) to obtain the required badge for access to secure airport areas
• Valid driver's license and reliable personal transportation are required. Due to the 2:30 AM start time for this position, employees must have dependable transportation to consistently report to work on time. 
• Ability to build rapport with customers
• Ability to prioritize and multitask
• Positive attitude, strong work ethic, and professional demeanor
• Excellent written and verbal communication skills
• Willingness to learn new systems and adapt to changing situations
• Ability to lift up to 70lbs

Shift: This operation runs 7 days a week, including holidays. The shift for this position begins at 2:30 AM and ends shortly after lunchtime. Weekend and holiday availability is required.

The Landline Company is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance
• Flight perks with Air Canada for employees and eligible family members