Passenger Service Agent

Job Description:

Job Description:

From check-in and bag drop to boarding gates and arrivals, as a Passenger Service Agent, you’ll ensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security, and airline-specific procedures, you’ll put our customers - and their customer’s needs at the heart of everything our AGI Passenger Service Agents do. This is a customer-facing role to provide first-class customer service to each traveler we encounter. If you are friendly and outgoing, focusing on outstanding customer service, let your career take off with AGI as a Passenger Service Agent! Must be bi-lingual ( English and Spanish)

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.

Job Responsibilities:

• Provide exceptional customer service, per AGI and airline-specific standards, to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security are never compromised.
• At the ticket counter and gate, handle customer interaction with the class efficiently, effectively, and professionally.
• Make and assist with reservations, prepare and issue tickets and itineraries, compute fares, issue refunds, check baggage, and collect 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 the 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 luggage.
• Determine flight close-out time, 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 regarding the acceptance of Dangerous Goods.

Safety, Security and Compliance:

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

• Take reasonable care for their health, well-being, safety, security and others affected by their actions or omissions 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 the company provides for health, well-being, safety, security, or welfare reasons.
• They must inform their manager/supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, well-being, safety, and security.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager/supervisor, who will then follow the company and carrier Safety and Security procedures.
• Conduct work following the information and training provided and any specific health, well-being, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend training courses as may be required by AGI.

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.
• 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 by AGI. Personal appearance and grooming must present a favorable corporate image. 

Good communication skills: Passenger Service Agents must 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 when 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, assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc.

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

Time management skills: Passenger Service agents must manage their time effectively to complete tasks in a fast-paced environment. They must also report to work regularly and in a timely manner.

Qualifications:

• Be at least 18 and possess a high school diploma, GED, or work experience equivalent.
• Must be bi-lingual ( English and Spanish)
• If the work location is in the United States, the employee 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, the employee must have permission 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; previous face-to-face customer service experience is also a plus.

AGI offers a comprehensive benefits package for all employees, including paid vacation and medical / dental / vision coverage for fully qualified employees, as well as medical coverage for part-time employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include a company-matched 401(k) program, a company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises, to name a few.

The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!

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.