Passenger Service Agent

Aviation Division•Miami, FL

3h•Onsite

About The Position

The Passenger Service Agent is responsible for providing comprehensive services to passengers within the airport terminal and aircraft. This includes transporting passengers requiring wheelchair service, handling baggage, verifying identification, processing oversized baggage, and assisting with passenger luggage. The role also involves ensuring compliance with safety and security procedures as outlined in various operational manuals and regulations. Agents are expected to maintain professionalism, provide excellent customer service, and communicate effectively with airline representatives and passengers. They will also be responsible for reporting service delivery measurements and notifying management of any audits or issues. Other duties as assigned.

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 pre-requisites to obtain SIDA badge
Must pass a criminal background check as well as a drug screen prior to employment
Ability to work in a teamwork environment and delegate tasks
Excellent written and verbal skills
Must have professional appearance and adhere to company grooming/uniform policy
Ability to work rotating shifts including nights, holidays, and weekends
Ability 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
Able to lift approximately 70 pounds
Able to relocate in the event of an emergency
Have a neat and professional appearance

Nice To Haves

Great Customer Service skills

Responsibilities

Transports passengers requiring wheelchair service within the terminal and aircraft.
Reads airline tickets, monitors, various domestic and international forms, and airline city codes.
Transports passengers to a connecting flight operated by a different carrier.
Maintains professional appearance and manners to passengers and airport personnel.
Stands, squats, kneels, and walks 70% or more of the scheduled work time.
Maintains customer service professionalism under pressure and in stressful environments.
Provides behind-the-counter services including baggage handling, verification of baggage identification, transfer of baggage and oversized transfers, and assistance in processing and transporting passenger luggage.
Ensures 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.
Provides reports as required and measurements of service delivery.
Complies with customer service expectations to the client and passenger.
Establishes clear communication and guidance for the airline representative and the passenger.
Complies with internal/external service level/quality assurance standards.
Guarantees immediate notification to Senior Management and the Supervisor about any audit, current or pending.
Performs other duties as assigned.