Aviation Customer Support II

Doyon Limited • Anchorage, AK

12d • Onsite

About The Position

Fairweather is seeking an Aviation Customer Support II to provide customer service to airport passengers at the ticket counter. The role supports ticketing, check-in, baggage handling, flight information, boarding, and the resolution of customer inquiries and issues. It also includes operational communication, reporting, administrative support, and maintaining security and professional standards in airport facilities.

The work schedule varies across three shifts, with work beginning as early as approximately 5:00 a.m. and ending as late as approximately 8:00 p.m. Typical shifts are 4:30 a.m.–1:30 p.m., 5:00 a.m.–2:00 p.m., and 10:00 a.m.–8:00 p.m. The normal schedule is Monday through Friday, with occasional, rare weekend work. Overtime is required, and the role works holidays. The majority of work takes place in an office environment with a diverse group of individuals. The work combines sedentary and active tasks, including routine walking, standing, bending, and carrying items. Terrain may be uneven, icy, or rocky, and night shifts may be required.

Fairweather provides reasonable accommodations as required by applicable law. Fairweather is a Doyon company and gives preference to qualified Doyon Shareholders and then to qualified shareholders of other Alaska Native corporations that grant a similar preference, across employment and training phases. Fairweather is an equal opportunity employer. The job description does not limit the duties that may be assigned, and the position is at-will.

Requirements

• Must be legally authorized to work in the United States as a U.S. citizen, national, or as an alien admitted for permanent residence, refugee, or asylee status.
• At least 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.
• Ability, with or without reasonable accommodation, to lift and move items weighing up to 70 pounds.
• Ability, with or without reasonable accommodation, to stand for extended periods.
• Ability and willingness to work a flexible schedule, including all days and evenings of the week, weekends, and holidays, in line with flight schedules and work guidelines.
• Ability and willingness to work unscheduled overtime as required.

Nice To Haves

• More than five years of aviation ticket counter or passenger service experience.
• Familiarity with Sabre, Apollo, Fast Air, or similar check-in systems.
• Skill with Excel, Word, and PowerPoint.
• Understanding of airport passenger services or North Slope operations.
• Ability to work independently in fast-paced environments.
• Ability to 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.

Responsibilities

• Respond to inquiries about aircraft, flight details, and scheduling.
• Check baggage for the appropriate airport or camp destination and direct passengers to assigned boarding gates.
• Make public address announcements about arrivals and departures.
• Prepare, print, and distribute manifests and boarding passes.
• Verify passenger identification according to ConocoPhillips requirements.
• Coordinate specialized law enforcement passenger authorizations, such as subpoenas and warrants.
• Maintain the confidentiality of passenger manifests.
• Communicate current information to flight crews, colleagues, Aviation Logistics Operations personnel, airport staff, North Slope Security offices, clients, and other company employees.
• Promptly inform management and affected passengers about weather or mechanical delays.
• Notify management and relevant staff of deviations by submitting Incident/Safety Reports.
• Oversee safe and timely boarding and flight closing.
• Support passengers requiring commercial services at the airport.
• Liaise with other airlines during delays to facilitate passenger and baggage transfers and processing.
• Follow security protocols for passenger handling and airport facilities.
• Process claims for lost, delayed, or damaged baggage.
• Store and properly dispose of abandoned items.
• Maintain a clean and professional airport office and ticket counter area.
• Create and maintain reports related to ticket counter operations.
• Develop documents concerning work processes and procedures.
• Provide general administrative support to the supervisor.
• Collaborate with staff, management, and airport personnel at all levels.
• Perform other job-related duties as assigned.

Benefits

• Medical, dental, and vision coverage through Federal Employee Health Benefits plans.
• 401(k) plan with up to a 4% company match.
• Short-term and long-term disability insurance.
• Life insurance and voluntary supplemental coverage.
• Employee Assistance Program with free counseling and support services.
• Paid observance of major federal holidays.
• Flexible Spending Accounts for health and dependent care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed