Passenger Services Agent

About the role

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.

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.
• Strong verbal and written communication skills.
• Basic computer proficiency, including the ability to input data and use relevant software.
• Ability to work varied shifts, including weekends, holidays, and nights.
• Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs.
• Frequent standing, walking, and moving throughout the airport terminal or warehouse.
• Ability to bend, kneel, stoop, and climb stairs as needed to assist passengers and handle luggage.
• Manual dexterity required for handling documents, operating computers, and using two-way radios.
• 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 mobility.

Benefits

• Access to the DailyPay app for access to pay in advance.
• On-the-spot awards through the Awardco Platform.
• Quality medical care options.
• Travel discounts, pet insurance, discount shopping, and more through WFS Employee Extras.
• Wellness programs for improved health and life.
• 401(k) program for retirement savings.
• Opportunities for internal mobility and transfers within the company.

Pay

Details about pay structure not specified in the job posting.

Schedule

Details about shift schedules not specified in the job posting.