Job Description

Job Title: Passenger Service Agent

Work Location: Harvest AL

Job Type: C2C/Fulltime

Job Type: Fulltime

Job Description:

From checkin and bag drop to boarding gates and arrivals as a Passenger Service Agent youll ensure our traveling customers are kept wellinformed and are in the right place at the right time. Following safety security and airlinespecific procedures youll put our customers and their customers needs at the heart of everything. This is a customerfacing role with a goal to provide firstclass customer service to each traveler we encounter. If you are friendly and outgoing focusing on outstanding customer service then let your career take off with a Passenger Service Agent!




Job Responsibilities:

• Provide exceptional customer service as per airlinespecific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Handle customer interaction with class in an efficient effective and professional manner at the ticket counter and gate.
• Make and assist with reservations preparation and issuance of tickets and itineraries computation of fares issuance of refunds baggage checking and collection of excess baggage charges.
• Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling perform lost and found activities initiate tracing procedures for lost passenger baggage process claims for damaged or lost baggage and personal articles and prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules fares and other questions as they arise providing passengers with general travel information.
• Meet aircraft at gate or loading area perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers check passenger tickets and documents for validity and complete all necessary arrangements for accommodating passengers reservations standbys and their luggage.
• Determine flight closeout time and prepare complete and check various flight forms for accuracy and complete postdeparture procedures.
• Responsible for all flight movement messages between the gate ground handling team flight crew and airport vendors.
• Follow procedures for passengers about the acceptance of Dangerous Goods.

Safety Security and Compliance:

All Team members have a responsibility and duty while at work to:

• Take reasonable care for their health wellbeing safety and security and that of others who may be affected by their actions or omissions while at work.
• Cooperate with their manager/supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Do not intentionally or recklessly interfere with or misuse anything provided by the company for health wellbeing safety security or welfare reasons.
• Inform their manager/supervisor of any work situation equipment or activity that represents a serious or immediate danger to health wellbeing safety and security.
• Report any hazards near misses incidents accidents or dangerous occurrences to their manager / supervisor who will then follow the procedures contained in company and carrier Safety and Security procedures.
• Conduct work in accordance with information and training provided and any specific health wellbeing safety and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend training courses as may be required.

Physical Requirements:

• Must be able to lift/carry/push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
• Must be able to stand for extended periods of time.
• Must be able to carry heavy items up and down jetway stairs.
• Must be alert to moving vehicles equipment or aircraft and must be able to use radio equipment.

Knowledge Skills and Abilities:

Appearance: Must be willing to wear uniform and insignia as prescribed. Personal appearance and grooming must present a favorable corporate image.

Good communication skills: Passenger Service Agents must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew gate agents customers and other ground crew to coordinate the movement of passengers and handling of equipment and baggage. Tolerate and answer repetitious questions from passengers in a friendly outgoing manner. Ability to speak and be understood in giving directions/information to passengers verbally and/or via overhead announcement systems.

Computer skills: Passenger Service agents are required to use computer systems daily.

Critical thinking skills: The agent may be called upon to troubleshoot issues to assist passengers with reservation issues process excess baggage fees correctly verify required visa documentation etc.

Basic math skills: Must be able to process payment transactions for flight/seat upgrades excess baggage fees etc.

Time management skills: Passenger Service agents must be able to manage their time effectively to complete tasks efficiently in a fastpaced environment. Must report to work on a regular and timely basis.

Qualifications:

• Be at least 18 years of age and possess a high school diploma GED or work experience equivalent.
• If the work location is in the United States must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If the work location is in Canada must have the authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
• Must complete SIDA training to obtain airport authority identification security.
• Preferred Qualifications One years of relevant experience. Airline experience is preferred and previous facetoface customer service experience is also a plus.

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