Passenger Service Agent

About the role

The Passenger Service Agent assists guests with travel needs by responding to inquiries, managing baggage, ticketing, check-in, and boarding flights. They also evaluate and prepare flights, process luggage, and handle mishandled guests.

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.
• Ability to stand for long periods of time.
• Ability 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.

Skills

• Customer service experience.
• Strong communication skills.
• Fast-paced environment adaptability.
• Computer reservation system proficiency.
• Basic math skills.
• Flexible scheduling ability.
• Security clearance.
• English language proficiency.

Benefits

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

Pay

Starting wage: $19.12 per hour (non-negotiable)

• Effective split-shift hourly rate: $21.37 per hour (base wage + differential)

Schedule

15 to 30 hours per week

Availability

Night, weekend and holiday availability is required

Regulatory Information

Equal Employment Opportunity Policy Statement: Alaska Airlines, Hawaiian Airlines and Horizon Air comply with all applicable laws and ensure equal opportunity in employment.

Government Contractor & Department of Transportation (DOT) Regulations

Post-offer and pre-employment drug testing will be conducted to determine the presence of certain substances prior to employment. Failure to submit to testing or positive drug test results will render the applicant ineligible for employment.