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In the latest installment of our Delta job swap series, Airport Customer Service gate agent Ebony Timmons traded places with Technical Operations line maintenance technician Heath Coker.

Delta’s certified maintenance repair and overhaul technicians are essentially jacks-of-all-trades, performing everything from routine turnaround and overnight checks to the most complex in-service aircraft repairs.

“We have a lot of calls that can be as complicated as an engine high vibration or it might be just an overhead bin that’s not wanting to open and close properly. We take care of whatever’s needed on the plane,” Coker said.

Meanwhile, the job of a gate agent requires you to be an expert multi-tasker who has plenty of poise… and patience. Gate agents are responsible for assisting customers with the check-in process, ticketing, tagging and handling baggage, boarding, deplaning and dispatching flights on-time.

Juggling all those tasks simultaneously can be a challenge, Timmons said. “We’ve got to make sure that we’re offering amazing customer service, while achieving our metrics and being on time.”

The job swap turned out to be a real eye-opener for both employees. 

“After seeing how much of a schedule the gate agents are on, it makes me realize the importance of how I need to give them the latest information I have regarding the status of the aircraft, so that they’re able to make the appropriate decisions for their boarding process,” Coker said.

Timmons also said she would take what she learned from this experience back to her team. “We need to make sure that we are communicating together. We’re all on the same team. We’re all working to achieve safety, great customer service and to really build our brand.”

Watch more of what they learned in their job swap in the video above, and check out the other job swap experiences here.


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