Airline Passenger Service Agent - PM/Evening Shift

AGI•Phoenix, AZ

9d•Onsite

About The Position

Alliance Ground International (AGI) is hiring a customer-facing Passenger Service Agent to support travelers throughout check-in, bag drop, boarding, and arrivals. The agent provides professional, efficient service while following safety, security, and airline-specific procedures. The position involves regular customer interaction at ticket counters and gates, coordinating passenger movement and communicating with flight crews, ground teams, and airport vendors. Afternoon and night shifts are required. The role requires professional fluency in spoken and written Mandarin.

Requirements

At least 18 years of age.
High school diploma, GED, or equivalent work experience.
Professional fluency in spoken and written Mandarin.
Authorization to work in the United States, if the work location is in the United States, or in Canada, if the work location is in Canada.
Complete SIDA training to obtain airport authority identification security.
Communicate professionally and effectively verbally and/or by radio with flight crew, gate agents, customers, and ground crew; provide directions and information verbally or through overhead announcements.
Use computer systems and apply basic math to process payments and fees.
Apply critical thinking to troubleshoot passenger reservation issues, baggage fees, and visa documentation.
Manage time effectively in a fast-paced environment and report to work regularly and on time.
Be willing to wear the prescribed uniform and insignia and maintain a favorable corporate appearance.
Lift, carry, push, pull, and move items weighing 70 pounds or more regularly; repetitively lift 40–50 pounds onto raised surfaces; stand for extended periods; and carry heavy items up and down jetway stairs.
Remain alert to moving vehicles, equipment, and aircraft.

Nice To Haves

One or more years of relevant experience.
Airline experience.
Previous face-to-face customer service experience.
Vietnamese language ability.

Responsibilities

Provide customer service according to AGI and airline-specific standards while maintaining safety and security.
Handle ticket-counter and gate interactions efficiently and professionally.
Assist with reservations, ticket and itinerary preparation and issuance, fare calculations, refunds, baggage checking, and excess baggage charges.
Respond to customer concerns and complaints about ticketing and baggage; handle lost-and-found activities, trace lost baggage, process baggage and personal-article claims, and maintain related records and reports.
Answer questions about flight schedules, fares, and general travel information.
Meet aircraft at gates or loading areas and support passengers in departure lounges and at boarding gates during enplaning and deplaning.
Check passenger tickets and documents for validity and arrange accommodations for reservations, standbys, and luggage.
Determine flight close-out times; prepare, complete, and check flight forms; and carry out post-departure procedures.
Communicate flight movement information between the gate, ground-handling team, flight crew, and airport vendors.
Follow procedures for accepting passengers’ dangerous goods.
Follow health, safety, security, and compliance procedures; report hazards and incidents; cooperate with managers and supervisors; and attend required training.
Use radio equipment to communicate and coordinate passenger movement and baggage handling.