Passenger Service Agent - Spanish Speaker Required

Alliance Ground International•Phoenix, AZ

1d•Onsite

About The Position

As a Passenger Service Agent, you will be responsible for ensuring traveling customers are well-informed and in the right place at the right time, from check-in and bag drop to boarding gates and arrivals. This customer-facing role requires providing first-class customer service while adhering to safety, security, and airline-specific procedures. Alliance Ground International (AGI) is one of the largest independently owned ground handling companies, serving over 100 airlines in 61 airports across the U.S. and Canada, with over 12,000 team members. AGI is committed to high-quality service and an outstanding safety track record. Founded in 1987 and headquartered in Miami, AGI provides ground, cargo, mail handling, and security services, including air cargo, aircraft ground handling, e-commerce, passenger service, and security services. AGI is owned by Audax Group and Greenbriar Equity Group, LLC.

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: must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and 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: required to use computer systems daily
Critical thinking skills: may be called upon to troubleshoot issues to assist passengers with reservation issues, 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: must be able to 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 work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986
If work location is in Canada, 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
Spanish Speaker Required

Nice To Haves

One+ year of relevant experience
Airline experience is preferred
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 safety and security is never compromised
Handle customer interaction with class in an efficient, effective, and professional manner 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 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 for accommodating passengers’ reservations, standbys, and their 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 regards to the acceptance of Dangerous Goods
Take reasonable care for the health, wellbeing, safety, and security of themselves and 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, wellbeing, 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, wellbeing, safety, and security
Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures
Conduct work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures
Fully understand AGI Health & Safety and Security policies
Attend training courses as may be required by AGI