Passenger Service Agent

About the role

The Passenger Service Agent is responsible for assisting guests with travel needs by responding to guest inquiries and resolving complaints, and performing various tasks in baggage, ticketing, check-in and boarding flights.

Responsibilities

• Assist guests with travel needs (e.g., answering inquiries, baggage, ticketing, checking-in passengers and boarding flights).
• Ensure cabin accommodations.
• Assist with mishandled guests as a result of oversold flights, delayed or cancelled flights, lost, delayed or damaged luggage.
• Evaluate and prepare flights by arranging seat assignments, directing guests, making announcements using a PA system, processing upgrades and standby requests.
• Process and secure guest luggage.
• Enter and maintain delayed or damaged luggage claims using a data entry system.
• At the direction of management, may be assigned to perform duties of varying capacities to ensure complete guest satisfaction.
• Perform other duties as assigned.

Requirements

• A minimum of 1 year of customer service or community service experience.
• Strong written and verbal communication skills.
• Ability to juggle multiple tasks in a fast-paced environment.
• Ability to learn and operate a computerized reservation system.
• Typing speed of at least 25 WPM.
• Ability to consistently lift 50 pounds.
• Must be able to stand for long periods of time.
• Must be able to bend, stoop, squat, reach and grasp.
• Ability to perform basic mathematics.
• Ability to work a flexible schedule including nights, weekends and holidays.
• Ability to participate in paid training that may require overnight travel.
• Ability to obtain airport security clearance.
• Ability to communicate in English.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Tattoo Policy

• No visible tattoos on face, front of neck, or chest.
• One tattoo the size of a quarter or smaller allowed per hand.
• Tattoos in other areas cannot be larger than a credit card or offensive.
• Employees can have one tattoo per arm/leg/foot/back of neck/behind each ear.
• Tattoos on the back of neck and behind the ears are only permitted if they’re not visible when looking directly at a person.
• Tattoos may only be covered with a uniform piece or approved jewelry/watch (covering with makeup is not allowed).

Leadership Expectations

• Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

Pay

Starting rate: USD $19.10 per hour.

Benefits

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air.
• Comprehensive well-being programs including medical, dental and vision benefits.
• Generous 401k match program.
• Annual bonus plans.
• Generous holiday and paid time off.

Airport SIDA Badge Requirements

Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated.