Passenger Services Agent

Worldwide Flight Services, Inc.•Sanford, FL

44d•Onsite

About The Position

As an Agent, Passenger Service, you will provide a range of customer service functions related to airport and passenger operations. Duties include assisting passengers with reservations, tickets, baggage handling, and general travel information; supporting boarding, deplaning, and ticket validation; handling lost and found inquiries and baggage claims; processing airfreight shipments; maintaining compliance with security protocols; and contributing to operational efficiency.

Requirements

High school diploma or GED equivalent.
At least 1 year of experience in customer service or a related field.
Ability to work varied shifts, including weekends, holidays, and nights.
Strong verbal and written communication skills.
Ability to lift and handle baggage weighing up to 50 lbs.
Basic computer proficiency, including data entry and use of relevant software.
Ability to obtain and maintain an airport security badge.
Ability to read, write, and speak English.
Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly and occasionally up to 75 lbs.
Frequent standing, walking, and moving throughout the airport terminal or warehouse.
Ability to bend, kneel, stoop, and climb stairs as needed.
Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow.
Manual dexterity for handling documents, operating computers, and using two-way radios.
Ability to remain on your feet for extended periods, up to 8 hours or more during shifts.
Clear vision and hearing for monitoring flight information, responding to passengers, and ensuring safety compliance.
Capacity to work in confined spaces, such as baggage handling areas or aircraft cabins.
Ability to work in a noisy environment, such as near aircraft engines and ground support equipment.

Nice To Haves

Previous experience in an airport, airline, or logistics environment.
Knowledge of ticketing, reservations, and fare calculation systems.
Experience handling lost and found procedures or baggage claims.
Strong organizational skills and attention to detail.
Familiarity with airport regulations and procedures.
Knowledge of international shipping and airfreight documentation.
Proficiency in a second language for assisting international travelers.
Strong conflict resolution and problem-solving abilities.

Responsibilities

Make reservations, issue tickets and itineraries, and compute fares for passengers.
Handle baggage check-in, collect excess baggage charges, and provide general travel information.
Assist passengers at boarding gates, including checking ticket validity and processing boarding procedures.
Manage arrangements for passengers holding reservations, standby travelers, and their luggage.
Determine flight close-out times and complete necessary flight documentation accurately.
Handle post-departure procedures, including invalidating tickets and finalizing reports.
Conduct lost and found activities, including tracing lost articles, updating passengers, and returning found items.
Process claims for lost or damaged baggage, including settling minor claims on the spot and forwarding larger claims to appropriate personnel.
Receive and process airfreight shipments, including determining routing, computing rates, and preparing documentation for domestic and international shipments.
Maintain accurate inventory records for airfreight shipments through warehouse, dispatch, and delivery processes.
Comply with site security protocols and report breaches or suspicious activities to management or through the whistleblower program.
Keep up to date on recurrent training as assigned.