Passenger Service Agent (Provo, Utah)
About The Position
The Passenger Service Agent provides passenger and customer services contracted by the airline customer. Duties may include reservations, ticketing, load control, baggage processing, ticket counter and gate check-in, greeting arriving and departing passengers, assisting VIPs and passengers with special needs, handling customer complaints, and other assigned duties. The agent works with airline and ramp staff to support passenger and baggage processes and maintains the service standards expected by the passenger and airline customer. The role requires participation in safety and quality systems, compliance with company and applicable local, state, federal, carrier, and security requirements, and successful completion of airline-specific training and recertification. The agent must be able to work nights, weekends, holidays, rotating shifts, and varying schedules.
Requirements
- Must be at least 18 years of age.
- High school diploma.
- Enthusiasm for customer service.
- Able to lift, push, or pull up to 70 pounds on a regular basis.
- Able to stand, lift, and bend for extended periods.
- Ability to work nights, weekends, holidays, rotating shifts, and varying schedules.
- Proficient computer skills.
- Must successfully complete airline-specific training programs and recertification.
- Ability to read, write, speak, and understand English fluently.
- Ability to work efficiently both as part of a team and independently.
- Attention to detail.
- Effective communication skills with individuals at all levels of the organization.
Responsibilities
- Greet and process outbound passengers at the check-in counter and gate.
- Actively participate in the Safety Management System (SMS).
- Inspect and verify passenger documentation.
- Check passenger baggage and attach tags for the appropriate destination.
- Coordinate ticket counter activities with ramp staff to ensure baggage is processed as designated.
- Address customer complaints about ticketing and baggage handling, including lost baggage, lost or misplaced tickets, canceled flights, and delayed flights.
- Make announcements about flight activity at the gate or over the airport public address system.
- Answer passenger inquiries about flight schedules, fares, space availability, and other questions.
- Assist passengers through arrival and check-in processes, including unaccompanied minors, VIP passengers, and passengers needing wheelchair assistance.
- Coordinate with Ramp Service Agents to make wheelchairs, strollers, and gate-checked bags available for loading on departure and delivery to passengers on arrival.
- Maintain the service levels expected by passengers and the airline customer.
- Comply with company, local, state, federal, and carrier standard operating procedures and security requirements.
- Participate in training to understand, implement, and maintain Quality Management System objectives supporting operational safety and security.
- Ensure quality control in assigned activities.
- Cooperate with inspectors to meet quality inspection commitments.
- Perform other duties as requested.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
