Customer Service Agent - SHV

Visa sponsorship is not available for this position. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a criminal background check.

About the Role

This position is responsible for providing customer service to all customers, including scheduled or charter services. Customer Service Agents must be attentive to customer needs, politely handling inquiries promptly and completing required transactions per company policy and procedures.

Requirements

• Combination of education and experience will be considered
• High School Diploma or GED
• Minimum one (1) year of customer service experience
• Must be at least 18 years of age
• Must possess a valid driver’s license
• Must be available to work flexible hours, including nights, weekends, holidays, and long hours during irregular operations
• Must be well-groomed and adhere to the dress code policy
• Must attend required training
• Strong computer skills and ability to use general office equipment
• Ability to work in extreme weather conditions
• People-oriented, highly motivated with a positive and friendly attitude
• Effective communication skills, both verbal and written
• Ability to work efficiently under time constraints

Preferred Requirements

• Valid and unexpired driver's license

Responsibilities

• 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 and security measures and monitor sensitive safety zones
• Assist customers with special needs, such as those requiring boarding assistance
• Complete ad hoc assignments as requested by the Lead or Supervisor
• Complete required reports
• Meet arriving flights at baggage carousel to ensure proper handling of bags
• Monitor baggage carousel for unclaimed baggage and store unclaimed bags in the Baggage Service Office until claimed or turned over to System Baggage Services
• Handle delayed baggage issues, ensuring a written report is completed and following 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 regarding lost, damaged, or replacement baggage and pilferage claims
• Provide consequential expenses to applicable customers when there is a delayed bag
• Ensure delivery of baggage to the affected customer for late arriving or misloaded bags
• Follow up with customers regarding lost baggage, replacement of damaged bags, car seats, strollers, etc.
• Trace loaner wheelchairs, car seats, etc.
• Track replaced, damaged, and misloaded baggage
• Assist with lost and found articles
• Maneuver jet bridge or other motorized equipment as directed
• Other duties as assigned

Physical Requirements

• Regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, climb, and use hands and fingers to operate various tools and equipment (e.g., hand trucks, carts, ramps, tugs)
• Required to lift and/or carry up to 100 lbs. and to push and/or pull up to 300 lbs.
• May be required to work various shifts/days in a 24-hour situation
• Exposure to heights, small spaces, extreme noise (e.g., airport with planes, vehicles, and other machinery), temperature, wind, and light fluctuations
• Ability to work in confined areas and crawl in and out of small spaces for extended periods
• Ability to wear personal protective gear
• Some travel may be required

Allegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during such emergencies unless prohibited by local, state, or federal order.

Benefits

Full Time Benefits

• Profit Sharing
• Medical, Dental, Vision, Life, and 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

Part Time Benefits

• Profit Sharing
• Medical Travel Reimbursement
• Legal, Identity, and Pet Insurance
• 401K with an employer match
• Employee Stock Purchase Plan
• Employee Assistance Program
• Tuition Reimbursement
• Flight Benefits
• Sick time

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.