Jobs at Alaska Airlines & Horizon Air

Job Information

Alaska Airlines Contract Service Lead in Philadelphia, Pennsylvania

Company Alaska Airlines

The Team

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take your places.

Role Summary

The Contract Service Lead (CSL) is responsible for supervising the Customer Service, Ramp, Operations and Cargo functions. This is a union represented position.

Key Duties

  • Responsible for supervising the Customer Service, Ramp, Operations and Cargo functions.

  • Oversee ticketing, enplaning/deplaning activities, customer relations, passenger security, internal security, load planning, weight/balance, baggage handling procedures, servicing and implementing plans and schedules to assure the availability of equipment.

  • Investigate and report delays and irregular flight activity, determining solutions for how to avoid such delays in the future.

  • Maintain involvement in customer relations including passenger complaints, Lost and Found, and special passenger arrangements and ensure company passenger service standards are maintained or exceeded.

  • Evaluate individual work performance and provide necessary feedback.

  • Monitor compliance with FAA and company regulations and periodically reviewing applicable documents.

  • Ensure tools and equipment are available and working for employees to perform job functions effectively, removing other obstacles facing work group (follow up with ICS, Facilities & Airport when needed).

  • Represent Alaska Airlines Customer Service-Airports at various meetings with the Vendors, Airport and other airlines.

  • Assist with budgetary controls and accountable documents.

  • Assist with station audits and compliance.

  • The Contract Service Lead will not be responsible for Alaska Airlines employment decisions and/or the administration of discipline.

Job-Specific Experience, Education & Skills


  • A minimum of 2 years of station operations experience in passenger service, cargo handling, fleet service, and/or ground operations.

  • Strong interpersonal skills facilitating effective verbal and written communication at all levels in the organization.

  • Strong analytical skills.

  • Ability to interact with business leaders, provide insights and recommendations, and collaborate to solve complex challenges facing the company.

  • Ability to consistently lift 50 lbs.

  • Must be able to bend, stoop, squat, reach and grasp.

  • Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).

  • Typing speed of at least 25 WPM.

  • Ability and willingness to work a flexible schedule based upon business need, including weekends and holidays.

  • Must be able to read, write and communicate in English.

  • High school diploma or equivalent.

  • Minimum age of 18.

  • Must be authorized to work in the U.S.


  • Proven project and change management skills, and a thirst for applying research and best practices to existing business problems.

  • Experience with agent scheduling and budget controls.

  • Experience with coaching employees on performance-related issues.

  • Working knowledge of Image.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

COVID-19 Vaccination Requirement

Where permitted by applicable law, new hires must have received the COVID-19 vaccine. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief.

Additional Details

  • Current Alaska COPS/RSSA employees will be selected per Clerical, Office & Passenger Service Employees (COPS) Letter of Agreement #10 or Ramp and Stores Employees (RSSA) Letter of Agreement #1.

  • Current Alaska COPS/RSSA employees, please see your Collective Bargaining Agreement (CBA) on specifics regarding Contract Service Lead positions.

  • Current Alaska COPS/RSSA employees must submit a preference bid to central bidding to be eligible for this position.

  • Successful COPS/RSSA employees woudl maintain their current base pay + $6.25 differential.

  • Successful applicants that are not represented by COPS/RSSA will need to join the union and start at a base rate of $15.75 + $6.25 differential associated with this Contract Service Lead position.

Starting Rate

USD $22.00/Hr.

Total Rewards

  • Medical, dental and vision benefits

  • 401k program with a company match up to 6%

  • Monthly incentive pay plan up to $150 per month

  • Annual incentive pay plan with a target 5% payout of annual earnings

  • Generous paid time off

  • Unlimited standby travel benefits on Alaska Airlines & Horizon Air

FLSA Status Non-Exempt
Employment Type Full-Time
Regular/Temporary Regular
Apply by 7:00 PM Pacific Time on 10/20/2021
Location Philadelphia
Equal Employment Opportunity Alaska Airlines and Horizon Air are proud to be an Equal Employment Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, and gender expression), national origin, age, protected veteran or disabled status, genetic information (including family medical history) or other legally protected characteristics. Qualified applicants with criminal histories will also be considered for employment, consistent with applicable federal, state, and local law.
People of color, women, LGBTQIA+, immigrants, veterans and persons with disabilities are encouraged to apply.
We are an E-Verify ® employer, where required by law.
Job Locations USA-PA-Philadelphia
Requisition ID 2021-6524
Category Airports & Warehouse