Passenger Service Agent (Part - Time)

Alliance Ground International • Boston, MA

3d • $20 - $22

About The Position

Job Description: From check-in and bag drop to boarding gates and arrivals, as a Passenger Service Agent, you’ll ensure our traveling customers are well-informed and in the right place at the right time. Following safety, security, and airline-specific procedures, you’ll put our customers - and their customers’ needs at the heart of everything our AGI Passenger Service Agents do. This is a customer-facing role with the goal of providing first-class customer service to each traveler we encounter. If you are friendly, outgoing, and focused on outstanding customer service, let your career take off with AGI as a Passenger Service Agent! Professional fluency in Italian (spoken and written) is preferred Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest-quality service and maintaining our outstanding safety track record. As we continue to grow, we only look for the best in the industry.

Requirements

• Must be able to lift/carry/push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
• Must be able to stand for extended periods of time.
• Must be able to carry heavy items up and down jetway stairs.
• Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.
• Must be willing to wear uniform and insignia as prescribed by AGI.
• Personal appearance and grooming must present a favorable corporate image.
• Good communication skills: Passenger Service Agents must communicate information and instructions, verbally and/or via radio, effectively and professionally to the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and the handling of equipment and baggage.
• Tolerate and answer repetitious questions from passengers in a friendly, outgoing manner.
• Ability to speak and be understood in giving directions/information to passengers verbally and/or via overhead announcement systems.
• Computer skills: Passenger Service agents are required to use computer systems daily.
• Critical thinking skills: The agent may be called upon to troubleshoot problems, assist passengers with reservations, process excess baggage fees correctly, verify required visa documentation, etc.
• Basic math skills: Must be able to process payment transactions for flight/seat upgrades, excess baggage fees, etc.
• Time management skills: Passenger Service agents must manage their time effectively to complete tasks efficiently in a fast-paced environment.
• Must report to work on a regular and timely basis.
• Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.
• If the work location is in the United States, you must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
• If the work location is in Canada, you must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
• Must complete SIDA training to obtain airport authority identification security.

Nice To Haves

• Professional fluency in Italian (spoken and written) is preferred
• One+ year of relevant experience.
• Airline experience is preferred, and previous face-to-face customer service experience is also a plus.

Responsibilities

• Provide exceptional customer service as per AGI and airline-specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure that safety and security are never compromised.
• Handle customer interactions with class, efficiency, effectiveness, and professionalism at the ticket counter and gate.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges.
• Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.
• Meet aircraft at the gate or loading area; perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers; check passenger tickets and documents for validity; and complete all necessary arrangements to accommodate passengers’ reservations, standbys, and luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers with regard to the acceptance of Dangerous Goods.
• Take reasonable care of their own health, well-being, safety, and security, and of the health, well-being, safety, and security of others who may be affected by their actions or omissions while at work.
• Cooperate with their manager/supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, well-being, safety, security, or welfare reasons.
• Inform their manager/supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, well-being, safety, and security.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager/supervisor, who will then follow the company and carrier Safety and Security procedures.
• Conduct work in accordance with information and training provided and any specific health, well-being, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend training courses as may be required by AGI.

Benefits

• AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental / vision for full-time qualified employees, as well as medical coverage for part-time employees.
• AGI also provides free uniforms and free on-the-job training to all employees.
• Additional benefits include company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED