Lead Airport Agent - Customer Service
About The Position
The Lead Airport Agent – Customer Service provides efficient, friendly service to airline customers and supports the operation of flights for American Eagle, American Airlines, and/or contracted carriers. The role handles passenger arrangements, ticketing and fare transactions, baggage, flight close-out documentation, and passenger movement between the terminal and aircraft. It also includes lead duties such as observing agents, conducting local training, scheduling and manpower utilization, maintaining supplies and inventory records, and assisting management with administrative work. The position involves operating a mobile mechanical jet bridge and opening and closing aircraft cabin doors. Employees may be exposed to engine fumes, vehicle emissions, dust, and engine noise. The work requires frequent standing, finger dexterity, typing, stair climbing, and handling baggage weighing up to 75 pounds. The listed pay rate is $32.65 per hour, plus a $1.75-per-hour lead premium.
Requirements
- Minimum age of 18.
- High school diploma, GED, or international equivalent.
- Valid, unexpired, and unsuspended REAL ID-compliant state driver’s license, or other necessary authority and identification to travel for business needs; some license restrictions may disqualify candidates.
- Willingness and ability to work rotating shifts, including days, nights, overnights, holidays, and weekends, with rotating days off.
- Flexibility to work additional hours on short notice when operationally necessary.
- Ability to carry, bend, lift, and turn with bags and other items weighing up to 75 pounds.
- Customer-focused, detail-oriented, and interested in the airline industry.
- Comfort working with computers and ability to learn new computer programs.
- Ability to read, write, speak fluently, and understand English.
- Legal right to work in the United States.
- Demonstrated verbal and written communication ability.
Nice To Haves
- Strong organizational, interpersonal, negotiation, and leadership skills.
- Above-average attendance.
- Ability to read, write, speak fluently, and understand Spanish (preferred in some locations).
- One year of customer service experience.
- Prior training and/or curriculum development experience.
- Experience using Word and Excel.
Responsibilities
- Provide efficient, friendly service to customers.
- Promote and sell air travel with American Eagle, American Airlines, and/or contracted carriers.
- Arrange passenger travel by preparing itineraries, computing fares, issuing refunds and tickets, checking baggage, and collecting excess baggage charges.
- Escort passengers between the terminal and aircraft while ensuring a safe path.
- Arrange passenger reservations, standby travel, luggage, cabin availability, and in-flight supplies.
- Determine flight close-out times and prepare, complete, and check flight forms for accuracy.
- Conduct agent observations and associate activities.
- Administer local training programs and handle scheduling and manpower utilization to help maintain a safe, dependable, and consistent operation.
- Maintain supplies and inventory control logs.
- Prepare customer correspondence, investigate discrepancies, and compile statistical data for reports.
- Assist management with administrative duties and act as a company representative when assigned.
- Meet arriving aircraft and operate a mobile mechanical jet bridge, using depth perception and peripheral vision to position it while observing nearby stationary and moving vehicles.
- Open and close aircraft cabin doors without assistance.
Benefits
- Amazing employee flight privileges within the American Airlines global network.
- Training and development programs.
- Comprehensive health and life benefits, subject to location.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
