JFK Airport Customer Service Ambassador – Overnight Shift
About The Position
The Airport Customer Service Ambassador – Overnight Shift plays an important frontline role in supporting passengers, visitors, airport employees, and stakeholders throughout JFK Terminal 4, with a primary focus on airport checkpoints and international arrivals. The overnight shift is especially focused on supporting late-night and early-morning airport activity, including passenger wayfinding, queue organization, arrivals support, checkpoint readiness, and general guest assistance during overnight operating hours. This position is ideal for someone who is dependable, alert, comfortable working overnight hours, and able to maintain a professional and helpful presence when passenger needs may be urgent, delayed, or affected by changing travel conditions. Customer Service Ambassadors assist with wayfinding, passenger flow, checkpoint support, queue organization, international arrivals assistance, and issue reporting. Ambassadors may also support small team coordination by helping assign tasks, providing feedback, and serving as a point of contact within an assigned area when needed.
Requirements
- High school diploma or general equivalency required.
- At least one year of customer service experience at a medium to large hub airport; or at least two or more years of customer service experience in another professional setting.
- Strong verbal communication and interpersonal skills.
- Ability to remain professional, calm, and courteous in a high-volume public environment.
- Comfortable standing, walking, and maintaining an active floor presence for extended periods.
- Ability to follow directions, communicate issues, and work effectively as part of a team.
- Must be reliable, punctual, and available to work overnight schedules, including weekends and holidays as needed.
- Must be able to provide documentation proving employment authorization and successfully complete all post-offer requirements, including airport badging and ID clearance, background check, drug screening, and any additional airport, company, or stakeholder clearance requirements.
Nice To Haves
- Prior overnight, airport, transportation, hospitality, or high-volume customer service experience preferred.
- Bilingual or multilingual communication skills preferred.
- Languages commonly spoken in the region or used in guest and stakeholder interactions are especially helpful, including: Spanish, Mandarin, Cantonese, Russian, Haitian Creole, French Creole, Other relevant languages.
Responsibilities
- Provide a welcoming, professional, and helpful presence for passengers, visitors, airport employees, and stakeholders.
- Support late-night and early-morning passenger flow throughout JFK Terminal 4, especially at airport checkpoints and international arrivals.
- Offer clear directions and wayfinding assistance to travelers, visitors, and airport personnel.
- Assist with organizing queues, redirecting passenger attention, and helping travelers understand next steps in the airport process.
- Help maintain calm, orderly passenger movement during overnight travel activity.
- Support passengers who may be navigating delays, missed connections, late arrivals, or early departures.
- Guide passengers toward faster or more efficient alternatives when appropriate.
- Monitor assigned areas and report facility, passenger flow, or stakeholder issues to the appropriate team members.
- Communicate clearly with passengers, coworkers, airport partners, and leadership.
- Maintain a calm, courteous, and solutions-focused approach throughout overnight operations.
- Support team members and assigned operational areas as directed by supervisors or management.
- When assigned as a lead or area point of contact, assist with task assignments, team feedback, and area coordination.
Benefits
- Medical, dental, and vision insurance options
- Matching 401(k) plan after 90 days, unless opting out
- Sick time accrual
- Vacation paid time off accrual, based on individual eligibility
- Parking pass eligibility with company coverage of related payments for qualifying team members
- Differential or premium pay for eligible overnight and designated holiday shifts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
