Airport Agent

Breeze Airways™•Fort Myers, FL

About The Position

Breeze Airways Airport Agents support Guests throughout their travel journey. At the airport, they assist with check-in, boarding, baggage, ticketing, and related concerns. They also support Guests through digital channels such as SMS, Messenger, and email, helping them use the Breeze app and website to make reservations, change itineraries, manage accounts, and find answers. The role may involve routine work as well as demanding situations, including assisting multiple Guests during operational disruptions. Agents are expected to remain calm under pressure, communicate clearly, focus on solutions, maintain a positive attitude, and contribute to a growing team. The position is part-time and pays $16.50 per hour. It is based around Orlando International Airport, with a requirement to reside within 25 miles of the airport and to work from or travel to Breeze locations for meetings and training as needed.

Requirements

High school diploma or GED.
At least 18 years of age.
Two years of customer service experience.
Excellent reading comprehension and written communication, with strong grammar and spelling.
Basic proficiency with Microsoft Office 365.
Written communication typing proficiency of 45 WPM.
Experience with multi-channel customer engagement, such as SMS, chat, email, and other messaging channels.
Reside within 25 miles of Orlando International Airport and be able to work from or travel to Breeze locations for meetings and training as needed.
Strong attention to detail, organization, and time-management skills.
Self-starter with a positive attitude and a strong desire for success.
Exceptional customer-service abilities.
Ability to walk, climb, bend, kneel, crawl, and stoop frequently and for extended periods.
Ability to lift, carry, push, pull, and move items weighing 50 pounds or more on a regular basis.
Ability to communicate by radio and other devices.
Ability to observe, judge distances, and identify surroundings, hazards, aircraft, and equipment.
Ability to work in extreme conditions, including hot and cold weather and small spaces.
Eligibility to receive required security clearances after satisfactory completion of a criminal background check.
Flexible schedule that allows work during nights, weekends, and holidays; some shifts may require extended hours.
Ability to obtain and maintain an SIDA badge in accordance with TSA requirements.
Possess at least two of the required documents needed to acquire an SIDA badge at Orlando International Airport.
Authorization to work in the United States as defined by the Immigration Reform Act of 1986.

Nice To Haves

Previous airline experience.
Previous contact center experience.
Bilingual English and Spanish.
Navitaire PSS experience.
Gladly experience.

Responsibilities

Provide airport Guests with a positive experience during check-in and boarding.
Engage with Guests through digital channels to provide information and solutions.
Provide detailed feedback about opportunities to improve the Guest Experience.
Empower Guests by answering questions and offering solutions.
Mentor others as skills develop.
Use multiple programs and screens simultaneously.
Resolve Guest concerns with kindness.
Recommend process improvements with ingenuity and integrity.
Stay up to date on product releases and participate in educational opportunities.
Work independently and as part of a team.
Maintain regular attendance and punctuality.
Greet and assist Guests through arrival and check-in, including unaccompanied minors, VIP Guests, and Guests needing wheelchair assistance.
Handle ticketing and check-in using computerized systems, including boarding, baggage service, reservations, and resolution of related complaints and problems.
Direct Guests through Customs, Immigration, and Quarantine.
Assist ramp agents with making wheelchairs, strollers, and gate-checked bags available for loading at departure and delivery upon arrival.
Push wheelchairs with Guests through airport terminal and gate areas.
Uphold Breeze Aviation Group values, including Safety, Kindness, Ingenuity, Integrity, and Excellence.
Meet performance measures and established standards.
Identify and report safety or security concerns, incidents, issues, and hazards, including through Breeze's ASAP or SAR reporting systems.
Be available on short notice for occasional mandatory overtime to support irregular operations.
Work with a station trainer to learn to operate a jetway up to and away from parked aircraft.
When working or traveling on Breeze flights, assist with light aircraft cleaning when capable and time permits.
Promote Breeze's safety culture and support its Safety Management System, Safety Policy, and behavioral standards.
Perform other duties as assigned.