Passenger Service Agent

Responsibilities

• Make reservations, issue tickets and itineraries, and compute fares for passengers.
• Handle baggage check-in, collect excess baggage charges, and provide general travel information.
• Aid passengers at boarding gates, including checking ticket validity and processing boarding procedures.
• Manage arrangements for passengers holding reservations, standby travelers, and their luggage.
• Determine flight close-out times and complete necessary flight documentation for accuracy.
• Conduct post-departure procedures, including invalidating tickets and finalizing reports.
• Handle lost and found activities, including tracing lost articles, updating passengers, and returning found items.
• Process claims for lost or damaged baggage, including on-the-spot settlements for minor claims and forwarding larger claims to appropriate personnel.
• Receive and process airfreight shipments, including determining routing, computing rates, and preparing documentation for domestic and international shipments.
• Maintain inventory records for airfreight shipments, ensuring accuracy in warehouse, dispatch, and delivery processes.
• Ensure compliance with site security protocols and report any breaches or suspicious activities to management or through the whistleblower program.

Requirements

• High school diploma or GED equivalent.
• At least 1 year of experience in customer service or related field.
• Ability to work varied shifts, including weekends, holidays, and nights.
• Strong verbal and written communication skills.
• Ability to lift and handle baggage weighing up to 50 lbs regularly, and occasionally up to 75 lbs.
• Basic computer proficiency, including the ability to input data and use relevant software.
• Ability to remain on your feet for extended periods (up to 8 hours or more during shifts).
• Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance.
• Capacity to work in confined spaces, such as baggage handling areas or aircraft cabins.
• Ability to work in a noisy environment, such as near aircraft engines and ground support equipment.

Qualifications

• Previous experience in an airport, airline, or logistics environment.
• Knowledge of ticketing, reservations, and fare calculation systems.
• Experience handling lost and found procedures or baggage claims.
• Strong organizational skills and attention to detail.
• Familiarity with airport regulations and procedures.
• Knowledge of international shipping and airfreight documentation.
• Proficiency in a second language for assisting international travelers.
• Strong conflict resolution and problem-solving abilities.

Skills

• Customer service skills.
• Computer literacy.
• Attention to detail.
• Security awareness.
• Physical stamina and strength.

Benefits

• Access to the DailyPay app for pay in advance.
• Paid training.
• On-the-spot awards through the Awardco Platform.
• Quality medical care options.
• WFS Employee Extras, including travel discounts, pet insurance, discount shopping, and wellness programs.
• Opportunities for internal mobility and transfers.