Ticketing Agent

Alliance Ground International•Atlanta, GA

4d•Onsite

About The Position

The Airline Ticketing Agent is responsible for providing exceptional customer service while assisting passengers with airline reservations, ticketing, check-in support, and travel-related inquiries. This role serves as a key point of contact for customers, ensuring accurate ticket processing, compliance with airline policies, and a positive travel experience. The Ticketing Agent handles transactions efficiently, resolves customer concerns, and maintains a professional and courteous demeanor in a fast-paced, customer-facing environment. Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry.

Requirements

Basic Math Skills: Ability to take payment and give correct change or process refunds as needed.
Computer Skills: Ability to learn new computer systems to enter and update passenger ticketing information, including the ability to navigate reservations or point-of-sale systems
Empathy and Active Listening: Understand and address passenger concerns effectively.
Problem-Solving: Capable of identifying challenges and implementing innovative solutions to enhance passenger satisfaction.
Passion for Service Excellence: A strong customer service orientation with the ability to remain professional in high-pressure or irregular operations situations
High school diploma or equivalent required
Minimum of 1 year of customer service experience, preferably in airline, travel, hospitality, or transportation environments
Ability to obtain and maintain airport security clearance/badge as required
Ability to work rotating shifts, including early mornings, evenings, weekends, holidays, and peak travel periods
Must meet company appearance standards and represent the AGI brand professionally
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.

Responsibilities

Inform clients of essential and accurate travel information, such as flight schedule, availability, transportation connections and prices
Make and confirm reservations, explain rules and give quotes and fares, issue tickets and arrange for travel extras for certain destinations if needed.
Collect deposits or payments by credit card or other approved methods.
Follow up and coordinate with customers to meet their requests.
Assist in re-scheduling passengers affected by flight irregularities.
Perform different ticketing processes such as refund, exchange and refund.
Issue employees’ tickets or discounted tickets
Implement airlines policy and ensure that quality standards are met.
Coordinate special passengers’ needs and requests such as medical cases, stretcher cases, or unaccompanied minors.
Prepare daily balanced sales transaction reports.
Perform other related duties as assigned from the direct Supervisor/Manager.
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.
Carry out 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.