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About the Role

As a Passenger Service Agent, you will ensure traveling customers are well-informed and in the right place at the right time, following safety, security, and airline-specific procedures. This customer-facing role focuses on providing first-class customer service to each traveler.

Responsibilities

• Provide exceptional customer service as per AGI and airline specific 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, 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 close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.
• Take reasonable care for the health, wellbeing, safety, and security of themselves and of others.
• Cooperate with management to comply with legal requirements.
• Not intentionally or recklessly interfere with or misuse company-provided resources for health, wellbeing, safety, security, or welfare.
• Inform management 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 management.
• 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 by AGI.

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.
• Must be willing to wear uniform and insignia as prescribed by AGI.
• Personal appearance and grooming must present a favorable corporate image.
• Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986 (if work location is in the United States).
• Must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001 (if work location is in Canada).
• Must complete SIDA training to obtain airport authority identification security.

Skills

• Good communication skills
• 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
• Critical thinking skills
• Basic math skills
• Time management skills

Location

• U.S.
• Canada

Work Type

• Full-time
• Part-time

Experience Level

• One+ year of relevant experience (preferred)
• Airline experience (preferred)
• Previous face-to-face customer service experience (plus)

Education Level

• High school diploma, GED, or work experience equivalent

Salary/Compensations

• $23.00 - $23.50 hourly

Benefits

• Paid vacation
• Medical / dental / vision for full-time qualified employees
• Medical coverage for part time employees
• Free uniforms
• Free on-the-job training
• Company-matched 401(k) program
• Company-paid employee assistance program
• Voluntary life insurance
• Travel discounts on car rentals, hotels, and cruises

About the Company

• Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada.
• We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures.
• We are committed to providing the highest quality service and continuing our outstanding safety track record.
• As we continue to grow, we only look for the best in the industry.

Equal Opportunity

• Alliance Ground International is an equal opportunity employer.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.
• AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.