Passenger Service Agent

Worldwide Flight Services, Inc.•Seatac, WA

About The Position

The Passenger Service Agent greets and assists customers and ensures proper documentation and communication for import operations, both internally and externally. The role supports cargo and flight operations by preparing and distributing flight documentation, coordinating with brokers and freight forwarders, assisting customers retrieving documents and freight, processing payments and proof of delivery, and entering and verifying shipment and flight information. The agent also maintains records, prepares reports, responds to calls and emails, and follows airport security requirements.

Requirements

Must be at least 18 years of age.
Must have a clean driving record and a valid driver’s license.
Must provide proof of the legal right to work in the United States.

Nice To Haves

Typing ability of at least 35 words per minute.
English proficiency in reading, writing, speaking, and listening.
Mental abilities such as visual observation, identification, and mental rotation.
Interpersonal skills, including customer service and dependability.
Work values including responsibility, honesty, and integrity.
Knowledge of basic arithmetic and mathematics.
Understanding of airway bill import procedures and government regulations.
Attention to detail and organizational skills.
Ability to follow instructions from a supervisor or lead agent.
Ability to work effectively as a team member.
Ability to obtain a U.S. Customs seal and a license to drive in the Airport Operational Area (AOA).
Office skills, including file maintenance, basic computer knowledge, answering telephone calls promptly, and multitasking.

Responsibilities

Prepare, review, organize, copy, and distribute documentation before flight arrival or departure.
Travel to the Airport Operational Area (AOA) to meet flights and retrieve or deliver flight documents.
Notify brokers or freight forwarders listed on the Master Airway Bill (MAWB) when a shipment arrives at the warehouse facility or is placed on hold.
Assist customers arriving to retrieve documents and freight.
Collect applicable charges and document the payment method.
Process “Customs Out” (proof of delivery) for each transaction before the customer departs.
Assist with completing MAWBs for over-the-counter shipments.
Confirm that bookings have been accepted and that mandatory TSA screening has been completed.
Confirm Dangerous Goods (DG) have been checked against aircraft limits and follow required procedures for DG shipments, including shipments abandoned by the consignee.
Capture Air Waybill (AWB) information in airline systems.
Manifest flights using information received from the warehouse.
Print the flight manifest, cargo pallet message, deadload, and NOTOC, and deliver them to the aircraft.
Verify post-flight inventory against available documents.
Maintain and file pertinent documents and records.
Prepare reports, including irregularity reports and weekly import and/or export statistics.
Answer incoming calls and respond to emails.
Maintain security in accordance with Airport Police, TSA, and United States requirements.