Passenger Service Agent

Aviation Division•Miami, FL

12h•Hybrid

About The Position

The Passenger Service Agent provides essential services behind the counter, including baggage handling, verification, and assistance with passenger luggage. This role requires a professional demeanor, the ability to handle pressure, and strict adherence to safety and security procedures. The agent will also be responsible for reporting, ensuring compliance with service standards, and maintaining clear communication with airline representatives and passengers.

Requirements

High School Diploma or GED required
Previous experience in aviation
Ability to speak and understand English/Spanish professionally
Must be able to pass all prerequisites to obtain a SIDA badge
Must pass a criminal background check as well as a drug screen before employment
Ability to work in a team environment and delegate tasks
Excellent written and verbal skills
Must have a professional appearance and adhere to the company grooming/uniform policy
Ability to work rotating shifts, including nights, holidays, and weekends, and be able to report to work on a regular and timely basis
Requires flexibility to work additional hours beyond the regular shift, on short notice, and as needed during irregular operations.
Ability to speak and be understood, hear, and comprehend the English language
Stand for long periods of time
Lift approximately 70 pounds
Be able to relocate in the event of an emergency
Have a neat and professional appearance.

Responsibilities

Provides services behind the counter: baggage handling, verification of the identification of each baggage, transfer of baggage and oversized transfers, and assistance in the processing and transport of passenger luggage
Must be able to read airline tickets, monitors, various domestic and international forms, and airline city codes.
Be professional in appearance and manners to passengers and any other person at the airport.
Be able to stand, squat, kneel, and walk 70% or more of the scheduled work time.
Maintain customer service professionalism while under pressure and in stressful environments.
Ensures that safety and protection procedures comply with the standards set out in the Standard Operations Manual, Safety and Training Manual, Aviation Safety Manual, Loading Manual (if applicable), and Safety Management Systems Manual.
Ensures compliance with all local, state, and federal safety regulations and measures.
Provide reports as required and measurements of service delivery.
Complies with customer service expectations for the client and passenger
Establish clear communication and guidance for the airline representative and the passenger.
The agent complies with internal/external service level/quality assurance standards.
Guarantees immediate notification to Senior Management and the Supervisor about any audit, current or pending
Great Customer Service skills
Other duties as assigned.