Customer Service Ticket Agent Level I - PT - Afternoon/Evenings

Lehigh Northampton Airport Authority•Allentown, PA

60d•Onsite

About The Position

Lehigh Valley Airline Services provides ticketing and ground handling services for selected airlines. The Customer Service Ticket Agent processes reservations, collects fees, handles luggage, and performs aircraft boarding and deboarding functions using computerized systems. The role also includes aircraft cleaning and security searches. The agent provides flight information and customer assistance, supports passengers with mobility devices and luggage, and handles denied boarding situations and customer re-accommodation. Agents must follow Airline, TSA, FAA, and Authority regulations, policies, procedures, and best practices while maintaining safety, security, and service standards. The position requires working in a fast-paced operational environment, including irregular operations, split shifts, nights, weekends, holidays, and severe or inclement weather.

Requirements

High school diploma or GED.
At least 18 years old.
Acceptable English speaking, reading, writing, and comprehension skills.
PC skills, including Word, Excel, Outlook, and other applicable computer programs.
Strong written, oral, and interpersonal communication skills.
Ability to respond to emergency situations and severe weather conditions.
Ability to wear provided uniforms, which must be clean and presentable, and personal protective equipment.
Availability to work split shifts, nights, weekends, and holidays when required.
Ability to successfully pass ongoing training, security, and employment requirements.
Ability to regularly sit, stand, walk, reach, climb, balance, stoop, kneel, crouch, or crawl.
Ability to use hands and fingers to type and handle bags, boxes, objects, or controls.
Vision abilities, with or without corrective lenses, including close, distance, color, and peripheral vision, depth perception, and focus adjustment.
Sufficient auditory ability, with or without audiological devices, to understand telephone and radio communications, interact with the public and others, and hear alarms and warning signals.
Ability and willingness to work in inclement weather, including extreme cold and warm temperatures.
Ability to lift and/or move up to 50 pounds repeatedly and occasionally up to 99 pounds with assistance, and to lift passengers onto aisle chairs up to 250 pounds.

Nice To Haves

Previous customer service experience.

Responsibilities

Process airline reservations, provide flight information, and collect reservation and service fees.
Process luggage, including repeated lifting of up to 50 pounds and occasional lifting of up to 99 pounds with assistance.
Process mobility assistance devices, including wheelchairs, walkers, and scooters.
Handle denied boarding situations, re-accommodate customers, and provide hotel, meal, and ground transportation vouchers when appropriate.
Perform gate and boarding functions, deplaning functions, aircraft cleaning, and security searches.
Assist customers with luggage, push and pull passengers in wheelchairs, and lift passengers onto aisle chairs weighing up to 250 pounds.
Adhere to Airline, TSA, and FAA regulations and Authority policies, procedures, and best practices.
Communicate professionally over two-way radio, telephone, and email.
Remain on duty during irregular operations.
Collaborate with other departments to support on-time aircraft departures and overall operational efficiency.
Promptly report accidents, injuries, and unsafe conditions to management.
Identify and resolve problems in a timely manner, gather and analyze information, and offer solutions.
Manage multiple priorities in a fast-paced environment and perform effectively under pressure while providing customer service.
Work independently and exercise sound judgment in fast-changing operational environments.
Perform additional duties as assigned.