Passenger Service Agent

Choice Aviation Service Inc•Des Moines, IA

41d•Onsite

About The Position

The Passenger Service Agent provides passenger and customer services contracted by the airline. Duties may include reservations, ticketing, load control, baggage processing, check-in at ticket counters and gates, greeting arriving and departing passengers, handling VIPs, providing special passenger assistance, addressing customer complaints, and other assigned duties. The agent maintains service expectations for passengers and the airline customer and follows applicable company, local, state, federal, carrier, and security requirements.

Requirements

Must be at least 18 years of age.
High school diploma.
Enthusiasm for customer service.
Ability to lift, push, or pull up to 70 pounds on a regular basis.
Ability to work nights, weekends, holidays, and varying schedules.
Proficient computer skills.
Ability to stand, lift, and bend for extended periods.
Must successfully complete airline-specific training programs and recertification.
Ability to read, write, speak, and understand English fluently.

Responsibilities

Greet and process passengers for outbound flights at the check-in counter and gate.
Participate actively in the Safety Management System (SMS).
Inspect and verify passenger documentation.
Check passenger baggage and attach tags for the appropriate destination at the ticket counter.
Coordinate ticket counter activities with ramp personnel to ensure baggage is processed as designated.
Address customer complaints involving 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, seat availability, and other questions.
Assist passengers through arrival and check-in processes, including unaccompanied minors, VIP passengers, and passengers requiring wheelchair assistance.
Coordinate with Ramp Service Agents to ensure wheelchairs, strollers, and gate-checked bags cleared through security are available for loading at departure and delivered to passengers upon arrival.
Maintain service expectations for 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 for operational safety and security.
Ensure quality control in assigned activities.
Cooperate with inspectors to meet quality inspection commitments.
Perform other duties as requested.