Airport Customer Service Agent

Job Summary

As a customer service agent you are the first impression of a passenger's airport experience. Customer service positions encompass checking in and ticketing passengers, escorting passengers to and from aircraft, and resolving customer complaints. Proficient use of a computer is needed as well as excellent assistance to passengers. This position requires working in a fast‑paced environment with time constraints to meet published departure goals. A professional and positive image must be consistently displayed by the employee.

Responsibilities

• Greet and assist all customers in a prompt, friendly, and courteous manner over the phone and in person.
• Announce both incoming and outbound flights.
• Handle credit‑card and personal‑check transactions with accuracy, properly account for all collections, and conduct the appropriate airline close‑out procedures.
• Accept and process checked baggage weighing up to 100 lb and place it on conveyor belts.
• Operate jetways to position them prior to aircraft arrival and lift, open, close, and secure aircraft doors.
• Use airline computer systems to provide flight arrival and departure information, ticketing and boarding documents, lost or damaged baggage documentation, and cargo‑tracking information.
• Stand and work in one location for up to four hours at a time.
• Escort unaccompanied minors and disabled passengers throughout the airport.
• Work independently without direct supervision.

Requirements

• Must be at least 18 years of age.
• High school diploma, GED, or equivalent work experience, and a high degree of attention to detail.
• Ability to read, speak, and understand the English language.
• Ability to stand for long periods of time.
• Good communication skills and a friendly, outgoing personality in person and via telephone.
• Entry‑level computer skills.
• Occasionally lift bags or items weighing between 50 and 70 pounds.
• Pass an extensive post‑offer pre‑employment background check, including fingerprinting and a criminal‑history record check required by federal law.
• Must be able to work nights, weekends, and holidays.