Aviation Customer Support 2

Overview

About Fairweather

Fairweather is a trusted service provider in Alaska, delivering specialized solutions in remote and Arctic environments. Our mission is to support operations with safety, integrity, and excellence. We offer a dynamic and inclusive work environment, ensuring our employees are equipped with the tools and support needed for success.

Why You Should Work for Us

• Competitive compensation and benefits package
• Supportive and collaborative work culture
• Opportunities for professional development and career growth
• Commitment to employee safety and well-being

Total Rewards & Benefits

• Medical Coverage: Federal Employee Health Benefits (FEHB) plans, including medical, dental, and vision
• Retirement Plan: 401(k) up to 4% company match.
• Insurance: Short-term and long-term disability, life insurance, and voluntary supplemental coverage
• Employee Assistance Program (EAP): Free counseling and support services
• Paid Holidays: Observance of major federal holidays
• Flexible Spending Accounts: Health and dependent care options

Description

The Ticket Counter Agent is responsible for providing exceptional customer service to 45,000+ passengers at the airport ticket counter. This includes assisting with ticketing, check-in, baggage handling, flight information, and resolving customer inquiries or issues in a professional and courteous manner.

Your responsibilities may include:

• Respond to inquiries related to aircraft, flight details, and various scheduling matters.
• Check baggage for the appropriate airport or camp destination and guide passengers to assigned gates for boarding.
• Make public address announcements regarding arrivals and departures.
• Prepare, print, and distribute manifests and boarding passes.
• Verify passenger identification in accordance with ConocoPhillips requirements.
• Coordinate specialized law enforcement passenger authorizations (e.g., subpoenas, warrants).
• Maintain confidentiality of passenger manifests.
• Effectively communicate current information to flight crews, colleagues, Aviation Logistics Operations personnel, airport staff, North Slope Security offices, clients, and other company employees.
• Ensure management and affected passengers are promptly informed during any weather or mechanical delays.
• Notify management and relevant staff of any deviations by submitting Incident/Safety Reports.
• Oversee safe and timely boarding and closing of flights.
• Provide support to passengers requiring commercial services at the airport.
• Liaise with other airlines during delays to facilitate passenger and baggage transfer and processing.
• Adhere to security protocols for passenger handling and airport facilities.
• Process claims related to lost, delayed, or damaged baggage.
• Store and properly dispose of abandoned items.
• Ensure the airport office and ticket counter area are maintained in a clean and professional manner.
• Create and maintain reports related to ticket counter operations.
• Develop documents pertaining to work processes and procedures.
• Provide general administrative support to the supervisor.
• Collaborate with staff, management, and airport personnel at all levels

WORK SCHEDULE: The work schedule can vary. There are 3 shifts and you may be asked to be available for any of those shifts. The earliest time begins at/around 5:00am (or when the first flight leaves) and the latest time is typically at/around 8:00pm (or when the last flight arrives). The normal work schedule is Monday through Friday with occasional, but rare, work on weekends. Some overtime will be required, and this role will work during holidays.

Typical Shifts could be:

• 4:30am-1:30pm
• 5:00am-2:00pm
• 10:00am-8:00pm

Basic/Required:

• Must possess legal authorization to work in the United States as a U.S. citizen, national, or as an alien admitted for permanent residence, refugee, or asylee status.
• Minimum of three years of experience in an administrative position involving direct interaction with the public.
• At least three years of experience in a customer service-related capacity.
• Must currently hold, or be able to obtain, a state-issued Airport Secure Identification Display Area (SIDA) badge.
• Willingness and ability (with or without reasonable accommodation) to:
• Lift and move items weighing up to 70 pounds.
• Stand for extended periods.
• Work a flexible schedule, including all days and evenings of the week, weekends, and holidays, to align with flight schedules and established work guidelines.
• Work unscheduled overtime as required.

Preferred:

• Over 5 years’ aviation ticket counter/passenger service experience
• Familiar with Sabre, Apollo, Fast Air, or similar check-in systems
• Skilled in Excel, Word, PowerPoint
• Understanding of airport passenger services/North Slope operations
• Works independently in fast-paced environments
• Can follow simple instructions, correspondence, and memos
• Takes responsibility and ensures accountability
• Achieves goals through practical planning and execution
• Listens actively, welcomes feedback, and influences for positive results
• Builds trustworthy, collaborative relationships across teams

WORKING ENVIRONMENT:  The majority of work takes place in an office environment with a diverse group of individuals, each with distinct roles, personalities, and skills.

PHYSICAL DEMANDS:  The work is a mix of sedentary and active.  It will requiring routine walking, standing, bending, and carrying items weighing up to fifty pounds. Terrain may be uneven, icy, or rocky.  Employee may be required to work night shifts.

REASONABLE ACCOMMODATION:  It is Fairweather's business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT:  Fairweather is a Doyon company. As such, it grants preference to qualified Doyon Shareholders first and, second, to qualified shareholders of other Alaska Native corporations that grant a similar preference, in all phases of employment and training, including, but not limited to, hiring, promotion, layoff, transfer, and training.

Fairweather is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This job description is not an employment agreement or contract, implied or otherwise, other than an "at will" relationship. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.