Shuttle Customer Service Agent - BOS Airport

PrimeFlight Aviation Services•East Boston, MA

42d•Onsite

About The Position

The Shuttle Customer Service Agent will provide efficient, friendly service by managing passenger flow, ensuring safety, and maintaining a clean environment. Your key responsibilities will include assisting with directions, shuttle schedules, luggage, and addressing inquiries or complaints. You will help ensure smooth shuttle operations, timely departures, and effective communication with passengers and team members. The role also involves conducting equipment checks, adhering to safety protocols, and ensuring vehicle cleanliness to provide a safe and welcoming experience for our passengers.

Requirements

18 years of age or older
Must be legally authorized to work in the country of employment.
Must hold a valid driver's license.
Communicate effectively in English (reading, writing, speaking)
Pass a background check and drug screen
Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable).
Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays
Ability to lift up to 70 pounds
Prolonged standing and walking in an indoor/outdoor environment as applicable
May need to reach with arms and grasp with hands
May need to push, pull
May need to crawl and crouch, at times, in confined tight spaces
May need to bend, stretch, squat, kneel
May need to climb and work at elevated heights
Exposure to moderate and at times high noise levels
Be able to hear and respond to the spoken voice and to audible alarms
Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers
Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

Nice To Haves

One year of customer service experience preferred
Knowledge of airport facilities, layout, terminal locations, and shuttle routes is a plus

Responsibilities

Exhibit a professional demeanor in all interactions with passengers, team members, and supervisors
Conduct pre-shift equipment checks, ensuring radios and other tools are operational, reporting malfunctions immediately
Regularly inspect and clean assigned work areas to maintain a welcoming and safe environment
Greet passengers warmly upon arrival, setting a positive tone
Provide clear directions to passengers regarding waiting areas, shuttle routes, and airport amenities
Answer passenger questions related to shuttle routes, terminal locations, and airport amenities
Escort passengers to elevators or other areas, ensuring clarity and efficiency
Manage passenger flow by directing passengers to form orderly lines and prevent overcrowding
Coordinate shuttle departures every 10-15 minutes, ensuring smooth transitions
Stay informed about shuttle schedules and provide accurate updates to passengers
Make regular announcements regarding shuttle arrival times, boarding instructions, and destinations
Guide passengers onto the shuttle, assist with luggage as needed, and make announcements about stops, destinations, and estimated arrival times
Conduct headcounts to ensure no passengers are left behind and confirm everyone is seated before departure
Ensure shuttle cleanliness between trips, removing debris and checking for maintenance needs
Report vehicle issues to the dispatcher and complete safety compliance checks
Document and report incidents (e.g., injuries, altercations) to supervisors promptly
Guide passengers to safety during emergencies, following evacuation routes and communication protocols
Address complaints and concerns from upset passengers, managing conflicts professionally
Assist passengers in locating lost items or direct them to relevant services
Work with the customer service agents to update shuttle schedules and ensure a seamless passenger experience
Exemplify PrimeFlight customer service and safety standards
Perform any additional duties as assigned by management