Passenger Service Supervisor

Alliance Ground International•St. Louis, MO

1d•Onsite

About The Position

As a Passenger Service Supervisor, you will oversee check-in, bag drop, boarding gates, and arrivals, ensuring customers are well-informed and in the correct location. This customer-facing role prioritizes first-class service while adhering to safety, security, and airline-specific procedures. Alliance Ground International (AGI) is a leading independent ground handling company, serving over 100 airlines across 61 airports in the U.S. and Canada with a team of over 12,000 members. AGI is committed to high-quality service and an outstanding safety record, and is an equal opportunity employer dedicated to diversity and inclusion. Founded in 1987 and headquartered in Miami, AGI provides ground, cargo, mail handling, and security services, and is owned by Audax Group and Greenbriar Equity Group, LLC.

Requirements

Be at least 18 years of age.
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.
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 able to demonstrate the skills to encourage teams of agents and leads to complete shift tasks in a timely and professional manner (Leadership).
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: Agent 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.

Nice To Haves

One+ year of relevant experience.
Airline experience.
Previous face-to-face customer service experience.

Responsibilities

Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
Make recommendations to management on staffing decisions, including hiring, discipline and termination.
Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
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.