Customer Service Agent

Key Responsibilities

• Ensuring FAA, Airline and airport regulations are followed
• Enforcing safety/security measures and protecting sensitive zones
• Creating and modifying reservations
• Checking in passengers; safely loading and unloading passengers
• Handling luggage weights of up to 70 lbs and monitoring luggage for size, quantity and weight
• Calculating Weight/Balance and assigning seats in the plane accordingly
• Providing information on arrival and departure times, boarding procedures, carry-on regulations and seating arrangements
• Making announcements over a public address system
• Processing credit card payments
• Directing aircraft parking and dispatch on the ramp
• After additional training, towing aircraft to proper parking positions on the ramp

Qualifications

• Great customer service attitude and a willingness to “find a way” as opposed to “I can’t,” where applicable.

Requirements

• Knowledge, Skills & Abilities:
• Excellent written and verbal communication skills
• Able to read, write and speak English effectively
• Able to maintain eye contact when speaking with customers
• Professional in appearance and manner
• Able to learn, understand and communicate the terms of the company’s Contract of Carriage
• Courteous in all interactions
• Able to interact effectively with passengers, co-workers and management
• Able to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations
• Able to diffuse stressful situations
• Detail-oriented and self-motivated
• Education:
• High school diploma or equivalent
• Miscellaneous Requirements:
• Valid driver’s license and reliable transportation
• Computer skills – ability to learn reservation and phone systems, proficient with a PC
• Basic math abilities
• Able to work within a 24/7 operation including holidays
• Ability to pass 10-year background check and pre-employment drug screen
• At least 21 years of age
• Authorized to work in the U.S. per the Immigration Act of 1986
• Work Experience:
• Prefer at least 1 year of prior customer service experience
• Mental Requirements:
• Level 2 – Requires high periods of concentration intermittently and normal attention
• Physical Requirements:
• Must be able to lift 70 pound suitcase from the floor to 18 inches and carry 70 pound suitcase in front of you with both hands for a distance of up to 25 feet
• Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time
• Must be able to stand for extended periods of time
• Must be able to work in all weather conditions and in confined spaces
• Must have sufficient vision and ability to safely perform the essential functions of the position
• Activity Approximate % of Time:
• Sitting: 5%
• Standing: 70%
• Walking: 25%
• On-the-job travel, including commuting to regular work locations: less than 5%