Customer Service Agent

About the role

The Airport Customer Service Agent is our primary representative in our airport stations. The position is responsible for handling all customer service activities, including greeting and checking in passengers, handling luggage, booking/re-booking flights, and assisting with passenger loading/unloading.

Responsibilities

• Ensuring FAA, Airline and airport regulations are followed
• Enforcing safety/security measures and protecting sensitive zones
• Creatively solving problems and finding alternative solutions
• 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
• Maintaining work area and mechanical equipment in proper order

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
• Ability 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

Qualifications

• 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
• Ability 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

Benefits

• Competitive Salary: Attractive compensation package based on experience.
• Health & Wellness: After 30 days of employment on the 1st of the next month, you are eligible to sign up for medical, dental, and vision insurance, air ambulance coverage, short-term disability, pet insurance, health savings accounts, and company-paid life insurance.
• Retail Plans: Employees can enroll in our company’s 401(k) plan.
• Generous PTO: After completion of your probationary period, employees earn 1 day of PTO per month, plus paid holidays throughout the calendar year.
• Employee Discounts: After completion of your probationary period, you can access the My ID Travel program, which allows members of your immediate family to participate as well. This program provides travel privileges, including: Flight tickets at significant discount, employee and family members can fly our planes (standby space available), Discounts on hotels and resorts, Car rentals at reduced rates, Discounted cruises.