About the position
As an Operations Agent at Southwest Airlines, you will play a crucial role in ensuring the smooth operation of flights at Albany International Airport (ALB). This position involves a variety of responsibilities that are essential for the successful departure of flights. You will be tasked with finalizing the weight and balance of aircraft, providing a hospitable boarding experience for customers, and coordinating with various workgroups to facilitate timely departures. Your role is akin to that of a quarterback, as you will be responsible for readying flights for departure while delivering exceptional customer service to both internal and external customers. The Operations Agent position requires strong communication skills and the ability to work effectively as part of a team in a dynamic and safe environment. In this union-based role, you will work assigned shifts based on seniority, which may include early mornings, late evenings, weekends, and holidays. You will be expected to provide legendary customer service, ensuring that all aspects of the boarding process run smoothly. This includes coordinating ramp operations, monitoring aircraft loading and unloading, and preparing necessary documentation for flight dispatch. You will also be responsible for maintaining positive relationships with customers and co-workers, handling station communications, and ensuring compliance with security procedures. The position requires physical stamina, as you will be lifting and moving items weighing 70 pounds or more, climbing, bending, kneeling, and standing for extended periods. You will also need to be alert to moving vehicles and aircraft, and effectively communicate using radio equipment. Successful candidates will complete an Operations Agent training program and must be able to meet all local airport requirements, including obtaining a SIDA badge and a valid state motor vehicle operator's license. This role is ideal for individuals who thrive in fast-paced environments and are committed to providing excellent service.
Responsibilities
- Provides friendly service to and maintains positive relationships with all internal and external Customers
- Works in a cooperative spirit to ensure the success of our Company
- Responsible for providing legendary Customer Service to people boarding the aircraft by coordinating Ramp, Operations, Provisioning and servicing aircraft to ensure on-time departures and quick turnarounds and to make up time on delayed flights
- Works in airport operation office, gate area, jetways and air freight facilities
- Handles Station AMS and radio communications traffic as needed
- Coordinates loading and unloading of aircraft by monitoring ramp activities
- Answers station operations' telephones
- Advises Gate Agents when boarding will begin
- Prepares dispatch release forms and collects weather reports from Ops Suite for the Crew
- Arranges for fueling of aircraft as required
- Prepares weight and balance forms
- Advises Dispatch, FLIFO and Stations of flight departures / arrivals
- Closes out flights; files and maintains accurate flight papers
- Coordinates special services needed on aircraft such as servicing lavatories, cabin grooming, wheelchairs for Customers and special emergency cleaning
- Operates boarding bridge, coordinates boarding and deplaning Customers
- Works with Gate Agents in expediting the check-in process, collects boarding passes and/or electronic boarding data, and verifies boarding counts
- Checks baggage, when necessary
- Writes and submits irregularity reports as required
- Checks cargo on hand to see that it is properly logged and accounted for
- Receives, refers, or makes paging calls and makes paging announcements, as appropriate
- Prepares statistical reports to record information from trip papers
- Operates equipment for flight information display systems and updates system when operationally necessary
- Properly maintains and wears the uniform by Company regulations and presents a neat and professional appearance while on duty
- Performs special task or assignments as delegated by Supervisor or Station Management personnel
- Responsible for ground security and assuring operations follow security procedures
- May perform the duties of a Freight Agent
- Must be able to meet any physical ability requirements listed on this description
- May perform other job duties as directed by Employee's Leaders
Requirements
- Ability to work well with others as part of a team, meet the public, and work under stressful situations
- Must be GSC qualified
- Must comply with DOT drug and alcohol testing program
- Ability to read documents, follow instructions, learn and understand ramp operations procedures, rules and regulations
- Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
- Must successfully complete Operations Agent training program with a 90% or greater average and evaluation / probationary period
- Must be aware of hazardous situations and be able to handle emergencies as needed
- Able to work under pressure and handle many functions at once with many different offices and/or groups of people
- Must work under tight time constraints to accomplish quick turns of aircraft
- Must possess good written and oral skills
- Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
- Must be able to effectively communicate verbally by telephone, face to face and public address systems
- Must be able to be alert to moving vehicles or aircraft and use radio equipment
- Must be able to communicate information and instructions verbally or via radio equipment
Nice-to-haves
- Foreign language skills are desirable, but not required
Benefits
- Fly for free on any open seat on all Southwest flights for you and your eligible dependents
- Company contributions up to 9.3% of your eligible earnings to your Retirement Savings Plan
- Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan
- Competitive health insurance for you and your eligible dependents (including pets)
- Health plan coverage options that start from the very first day of employment
