Passenger Services Agent - PT (46360)

Lehigh Northampton Airport Authority•Allentown, PA

6d•Onsite

About The Position

Deliver exceptional customer service to passengers by providing accurate information, assistance with wheelchair support, baggage handling, and coordination of ground transportation. This role involves assisting customers with luggage, pushing and pulling passengers in wheelchairs, and maneuvering customers and carry-on baggage weighing up to 250 pounds. The agent will also provide information about airport facilities, flight schedules, parking, transportation, and more. Maintaining equipment, reporting incidents, and adhering to safety policies are key responsibilities. The role also emphasizes proactive customer service, teamwork, and the ability to work in various conditions.

Requirements

High School Diploma or general equivalency diploma (GED).
Must be at least 18 years old.
Must wear provided uniforms (uniforms must be clean and presentable) and personal protective equipment.
Must be available to work split shifts, nights, weekends and holidays when required.
Successfully pass continual training, security, and employment requirements.
Must possess acceptable English language skills to include speaking, reading, writing and comprehension.
Ability to regularly sit, stand, walk, reach with hands and arms, climb, balance; stoop, kneel and crouch or crawl.
Must be able to use hands and fingers to type, handle bags, boxes, objects or controls.
Ability to lift and/or move up to 50 pounds and occasionally lift to 99 pounds with assistance.
Vision abilities include, with or without corrective lenses, close, distance, color and peripheral vision, depth perception and the ability to adjust focus.
Sufficient auditory ability, with or without audiological devices, to decipher telephone/radio communications, interact with the public and others, and hear alarms, including vehicle and other warning signals.
Able to tolerate exposure to noise levels up to 100 decibels requiring mandatory hearing protection.
Able and willing to work in inclement weather, including extreme cold and warm temperatures.

Nice To Haves

Customer Service experience preferred.
PC skills include Word, Excel, Outlook and other applicable computer programs.
Acceptable written, oral, and interpersonal skills.

Responsibilities

Assist customers with luggage requiring lifting; push and pull passengers in wheelchairs without assistance.
Assist and transport passengers in wheelchairs between curbside, ticket counters, departure gates, baggage claim, and personal vehicles; safely maneuver customers & carryon baggage weighing up to 250 pounds on inclines without assistance.
Assist with passenger luggage between curbside, ticket counters, departure gates, baggage claim, and personal vehicles.
Lift and/or move luggage up to 50 pounds and occasionally up to 99 pounds with assistance.
Provide accurate and courteous information regarding airport facilities, airline flight information, airport parking shuttle, ground transportation, hotel, concessions, and airport programs.
Promptly report any accidents, injuries, or unsafe conditions to management.
Ensure all passenger support equipment, including wheelchairs, luggage carts, and battery chargers are clean, sanitized, operational, and properly maintained.
Retrieve and reposition wheelchairs and baggage carts in designated areas as needed.
During winter months, assist customers with disabilities by helping clear snow from vehicles parked in designated accessible parking spaces.
Adhere to all safety, security, and company policies.
Deliver proactive customer service by anticipating passenger needs and providing welcoming experience with professionalism, patience, and a people-first attitude.
Cheerfully interact in all modes of communication: face to face, two-way radio, telephone, and email.
Maintain a strong teamwork approach by collaborating with coworkers and airport stakeholders to ensure efficient and positive passenger experiences.
Report during emergency situations as necessary.
Report to work during all weather conditions.
Perform other duties as assigned.