Passenger Service Agent

Alliance Ground International•West Palm Beach, FL

11d•Onsite

About The Position

The Passenger Service Agent provides customer-facing assistance throughout the air-travel journey, including check-in, bag drop, boarding, and arrivals. The role ensures passengers are informed and in the right place at the right time while following safety, security, and airline-specific procedures. Agents provide professional, efficient customer service and support passengers with reservations, ticketing, baggage, flight information, and boarding processes. The position involves coordinating with flight crews, gate agents, ground teams, airport vendors, and passengers. Agents must follow company and carrier safety and security policies, complete required training, and be able to work in a fast-paced environment. The role requires regular standing, handling heavy items, and working around moving vehicles, equipment, and aircraft.

Requirements

Must be at least 18 years old.
High school diploma, GED, or equivalent work experience.
Must be authorized to work in the country where the position is located, according to applicable U.S. or Canadian law.
Must complete SIDA training to obtain airport authority identification security.
Ability to lift, carry, push, pull, and move items weighing 70 pounds or more regularly, and repetitively lift 40 to 50 pounds onto raised surfaces.
Ability to stand for extended periods and carry heavy items up and down jetway stairs.
Must remain alert to moving vehicles, equipment, and aircraft and be able to use radio equipment.
Effective verbal and radio communication skills, including the ability to give passengers directions and information and answer repetitive questions in a friendly manner.
Computer skills for daily use of computer systems.
Critical-thinking skills to troubleshoot passenger and reservation issues and verify documentation.
Basic math skills to process payment transactions and fees.
Time-management skills and ability to work efficiently in a fast-paced environment.
Willingness to wear the prescribed uniform and insignia and maintain a favorable corporate appearance.

Nice To Haves

One or more years of relevant experience.
Airline experience.
Previous face-to-face customer service experience.

Responsibilities

Provide customer service according to AGI and airline-specific standards.
Maintain safety and security and follow applicable procedures.
Handle customer interactions professionally and efficiently at ticket counters and gates.
Assist with reservations, ticket preparation and issuance, itineraries, fare calculations, refunds, baggage checking, and excess baggage charges.
Respond to passenger concerns and complaints about ticketing and baggage handling.
Conduct lost-and-found activities, initiate baggage tracing, process damaged or lost baggage claims, and maintain related records and reports.
Answer questions about flight schedules, fares, and general travel information.
Meet aircraft at gates or loading areas and perform duties in departure lounges and at boarding gates while passengers board and deplane.
Check passenger tickets and documents for validity and arrange accommodations for reservations, standby passengers, and luggage.
Determine flight close-out times and prepare, complete, and check flight forms; complete post-departure procedures.
Communicate flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
Follow procedures for accepting passengers' dangerous goods.
Take reasonable care for personal and others' health, safety, security, and wellbeing at work.
Cooperate with managers and supervisors on legal and company requirements and report dangers, hazards, near misses, incidents, accidents, and dangerous occurrences.
Work according to provided information, training, and safety and security procedures; attend required training courses.
Wear the uniform and insignia prescribed by AGI and maintain a favorable corporate appearance.
Communicate effectively in person, by radio, and through overhead announcements with passengers and airport personnel.
Use computer systems, troubleshoot passenger reservation issues, verify required visa documentation, process applicable fees, and handle payment transactions.
Manage time effectively in a fast-paced environment and report to work regularly and punctually.