Customer Service Ticket Agent Level I - PT - Afternoon/Evenings (43445)

Lehigh Northampton Airport Authority•Allentown, PA

3d•Onsite

About The Position

Lehigh Valley Airline Services department provides ticketing and ground handling services for selected airlines. Customer Service Ticket Agents process reservations, collect fees, handle luggage processing, and perform aircraft boarding functions utilizing computerized systems, perform aircraft deboarding functions including cleaning, and security searches. Essential Functions Process airline reservations, provide flight information, collect reservation & service fees. Handle luggage processing lifting up to 50 pounds repeatedly & 99 pounds with assistance. Process Assistant devices (wheelchairs, walkers, scooters, etc.) Handle denied boarding situations, re-accommodate customers, and provide hotel, meal, and ground transportation vouchers when appropriate Perform gate/boarding functions, deplaning functions, aircraft cleaning, and security searches. Assist customers with luggage requiring lifting; push and pull passengers in wheelchairs; and lift passengers onto aisle chairs up to 250 pounds. Lift and/or move up to 50 pounds repeatedly and occasionally up to 99 pounds with assistance. Adhere to all Airline, TSA & FAA regulations as well as Authority policies, procedures, and best practices while upholding safety, security and service. Professionally communicate over a two-way radio, telephone, and email. Must be able to remain on duty during irregular operations. Additional Responsibilities Work collaboratively with other departments to ensure on-time aircraft departures and overall operational efficiency. Promptly report any accidents, injuries, or unsafe conditions to management. Identify and resolve problems in a timely manner, gather and analyze information skillfully, work well in problem solving situations and offer solutions. Handle multiple priorities in a fast-paced environment. Perform effectively under pressure while providing the highest level of customer service. Work independently and exercise sound judgment in fast-changing operational environments. Additional duties as assigned.

Requirements

High School Diploma or general equivalency diploma (GED).
Must be at least 18 years old.
Must wear uniforms provided (uniforms must be clean and presentable) and personal protective equipment.
Must be available to work split shifts, nights, weekends and holidays when required.
Successfully pass continual training, security and employment requirements
Must possess acceptable English language skills to include speaking, reading, writing and comprehension.
Ability to regularly sit, stand, walk, reach with hands and arms, climb, balance; stoop, kneel and crouch or crawl.
Must be able to use hands and fingers to type, handle bags, boxes, objects or controls.
Vision abilities include, with or without corrective lenses, close, distance, color and peripheral vision, depth perception and the ability to adjust focus.
Sufficient auditory ability, with or without audiological devices, to decipher telephone/radio communications, interact with the public and others, and hear alarms, including vehicle and other warning signals.
Able to tolerate exposure to noise levels up to 100 decibels at times, hearing protection is provided and optional.
Able and willing to work in inclement weather, including extreme cold and warm temperatures.

Nice To Haves

Previous Customer Service experience preferred.
PC skills including Word, Excel, Outlook and other applicable computer programs.
Strong written, oral, and interpersonal skills.
Able to respond to emergency situations as necessary.
Able to respond to severe weather conditions.

Responsibilities

Process airline reservations, provide flight information, collect reservation & service fees.
Handle luggage processing lifting up to 50 pounds repeatedly & 99 pounds with assistance.
Process Assistant devices (wheelchairs, walkers, scooters, etc.)
Handle denied boarding situations, re-accommodate customers, and provide hotel, meal, and ground transportation vouchers when appropriate
Perform gate/boarding functions, deplaning functions, aircraft cleaning, and security searches.
Assist customers with luggage requiring lifting; push and pull passengers in wheelchairs; and lift passengers onto aisle chairs up to 250 pounds.
Lift and/or move up to 50 pounds repeatedly and occasionally up to 99 pounds with assistance.
Adhere to all Airline, TSA & FAA regulations as well as Authority policies, procedures, and best practices while upholding safety, security and service.
Professionally communicate over a two-way radio, telephone, and email.
Must be able to remain on duty during irregular operations.
Work collaboratively with other departments to ensure on-time aircraft departures and overall operational efficiency.
Promptly report any accidents, injuries, or unsafe conditions to management.
Identify and resolve problems in a timely manner, gather and analyze information skillfully, work well in problem solving situations and offer solutions.
Handle multiple priorities in a fast-paced environment.
Perform effectively under pressure while providing the highest level of customer service.
Work independently and exercise sound judgment in fast-changing operational environments.
Additional duties as assigned.