Passenger Service Agent PSA Lead

Akima, LLC•Anchorage, AK

1d•Onsite

About The Position

The Passenger Service Agent Lead is responsible for coordinating daily passenger service operations to ensure safe, compliant, and efficient service delivery in support of airline partners. This role provides front-line leadership, assigns work, and supports team performance while maintaining a high standard of customer service. This is an hourly, non-exempt position.

Requirements

Must be at least 18 years of age.
High School Diploma or GED required.
Minimum 1 year of passenger service or customer-facing experience.
Ability to obtain and maintain an airport security badge, including successful completion of a Criminal History Records Check (CHRC) and all requirements in accordance with applicable Transportation Security Administration and airport security regulations.
Must be authorized to work in the United States.
Strong verbal and written communication skills in English.
Ability to work a flexible schedule, including nights, weekends, and holidays.
Ability to work in a fast-paced, time-sensitive environment.
Willingness to work in varying weather conditions.

Nice To Haves

Prior airline or airport customer service experience.
Leadership or lead experience in a service environment.
Valid driver’s license.
Bilingual or multilingual abilities.

Responsibilities

Coordinate and oversee Passenger Service Agent staffing to ensure adequate operational coverage.
Assign, direct, and monitor daily tasks to support operational performance and service standards
Serve as a point of contact for frontline staff, resolving operational and customer service issues in real time.
Deliver professional, clear, and courteous assistance to passengers at ticket counters, gates, and baggage service areas.
Support passenger processing, including check-in, boarding, and arrivals.
Operate gate equipment including boarding doors and passenger boarding bridges in accordance with training and safety procedures.
Assist passengers requiring additional support, including wheelchair assistance and escort services, in accordance with training and safety guidelines.
Coordinate handling of delayed, damaged, or lost baggage in compliance with airline procedures.
Communicate effectively with airline personnel, flight crews, and internal teams to ensure operational continuity.
Utilize radios and communication systems to coordinate daily operations.
Monitor gate areas to ensure passenger readiness and compliance with boarding procedures.
Support the safe handling of unaccompanied minors and passengers requiring special assistance.
Maintain a professional work environment and ensure adherence to company policies, safety procedures, and regulatory requirements.
Perform additional duties as assigned to support operational needs.