Customer Service Agent

Job Duties

• Process tickets, check baggage, monitor carry-on baggage for size and quantity, and assign seats.
• Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignments.
• Handle denied boarding situations, solicit volunteers, re-accommodate customers and provide hotel, meal, and taxi vouchers when appropriate.
• Ensure compliance with FAA, Allegiant Air and airport regulations.
• Enforce safety/security measures and monitor sensitive safety zones.
• Assist Customers with special needs, i.e., Customers who need assistance in boarding.
• Ad hoc assignments as requested by the Lead or Supervisor.
• Complete required reports.
• Makes sure arriving flights are properly handled at the baggage carousel, ensuring proper handling of bags.
• Makes sure unclaimed baggage is stored in the Baggage Service Office until claimed or turned over to System Baggage Services.
• Handles delayed baggage issues, ensuring a written report is completed and follows up with customers until the bag is located, or the file is sent to Systems Baggage Services.
• Inform customers of Allegiant Air policies and procedures, re: lost, damaged, or replacement baggage and pilferage claims.
• Provides consequential expenses to applicable customers when there is a delayed bag.
• Ensures delivery of baggage to the affected customer for late arriving or miss-loaded bags.
• Follows up with customers regarding lost baggage, replacement of damaged bags, car seats, strollers, etc.
• Traces loaner wheelchairs, car seats, etc.
• Tracks replaced, damaged, and miss-loaded baggage.
• Aids in the lost and found process.

Physical Requirements

• Regular attendance is a requirement of the role.
• Exposure to heights, small spaces, extreme noise (i.e. airport with planes, vehicles, and other machinery), temperature, wind, and light fluctuations.
• Ability to work in a confined area as well as the ability to crawl in and out of small spaces for extended periods of time.
• Ability to wear personal protective gear.
• Some travel may be a requirement of the role.

Benefits

• Profit Sharing
• Medical/Dental/Vision/Life/ Disability Insurance
• Medical Travel Reimbursement
• Legal, Identity and Pet Insurance
• 401K with an employer match
• Employee Stock Purchase Plan
• Employee Assistance Program
• Tuition Reimbursement
• Flight Benefits
• Paid vacation, holidays, and sick time