Customer Service Agent

Essential Functions

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Agent must be in communication with the supervisor on duty at all times.
• Review the daily manning and assignment for the day.
• Provide wheelchair services (taking the wheelchair to assigned door and wait for passenger) ensuring that all security procedures are met.
• Take passenger through customs and baggage claim to the curb only. Agent will not take passenger past curb into parking lot.
• When finished, agent must call supervisor and return wheelchair to its initial position.
• Provide security at different areas (only in the stations where the services are provided).
• Checkpoint - Greeting passengers as they form a line, check each passenger’s boarding pass, ensuring that the correct cities appear, as well as checking for priority classes, time of flight, and ensuring that the gate is correct.
• Ensure that each passenger is carrying the appropriate amount of baggage per the airline.
• Ensure that any airport employee passing the checkpoint must show a valid ID.
• Security at bag room - Ensure that all bags coming from the belt have a valid sticker. Remove sticker and place it on the control sheet. Bags will then be placed onto a cart (by a contracted company, not the employee).
• Ensure that all bags are accounted for.
• Security at the assigned gate - Enter the secure area of the jet bridge using their employee ID and stand by the door of the airplane and constantly watch both doors to ensure that no person without a valid airport ID enters the jet bridge or airplane. Fill out a form detailing the cleaner count, arrival time of airplane and airplane pushback time. X count each cleaner and scan them with the security wand.
• Security at the ramp for the assigned airline - Receive baggage cart from bag room, counting each bag as they are placed onto the airplane. Ensure that there are no questionable items placed onto the airplane, and that all bags are accounted for. Ensure that no person (besides ramp workers) are allowed past the airplane perimeter.
• Porters will stand behind the airline counter awaiting baggage. Aid the passenger service agent or airline employees in weighing the bags, adding a bag tag, and placing bags onto the baggage belt. Make sure no bags are left behind at the counter.

Competencies

• Teamwork
• Orientation
• Stress Management
• Ethical Conduct
• Good Communication
• Customer Service
• Supervisory Responsibility

Work Environment

• This job operates at an airport setting and/or outside weather conditions.
• Physical Demands - Very active, requires stand or walk constantly (for up to an entire shift) on various surfaces (tile, concrete, carpet). Requires bend/twist at waist/knees/neck, pulling and pushing to perform various duties. The employee occasionally lift and/or move up to 70 pounds.

Required Education And Experience

• A high school diploma or GED.
• Additional eligibility qualifications include exhibiting exceptional customer service and communication skills, both verbal and written. As a condition of employment, employee must successfully complete a background investigation and a post-offer/pre-employment drug/alcohol test.
• Must be able to read, write and speak English and/or Spanish.
• Maintain a relationship with both employees and clients.
• Must be able to use initiative and independent judgment within established guidelines.
• Must be able to read and understand all operating and airport procedures and instructions.
• Must be able to handle pressure of working with high volume general public (constantly to occasionally depending on assignment).

Security Clearance (if applicable)

• Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.