Customer Service Agent

Job Description:

JOB SUMMARY

Works under direct supervision to perform the various tasks included in the above-the-wing servicing of commercial passenger aircraft in accordance with established policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides outstanding customer service to all customers, passengers, and airport stakeholders.
• Process tickets, check baggage, monitor carry-on baggage for size and quantity, and assign seats.
• Provides information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignments.
• Performs various aircraft cabin tasks to include cleaning of the aircraft and restocking the aircraft as needed.
• Assists customers with special needs, i.e. customers who need assistance boarding.
• Handles denied boarding situations, solicits volunteers, reaccommodates customers, and provides hotel, meal, and transportation vouchers when appropriate.
• Meets arriving flights at baggage carousel to ensure proper handling of bags.
• Monitor’s baggage carousel for unclaimed baggage.
• Inform customers of airline policies and procedures regarding luggage.
• Provides consequential expenses to applicable customers when there is a delayed bag.
• Ensures delivery of baggage to the affected customer for late arriving or mis-loaded luggage.
• Follow-up with customers regarding luggage issues.
• Assists with lost and found articles.
• Ensures compliance with FAA, TSA, airline, and airport regulations.
• Completes required reports.
• Must be able to work flexible hours, including nights, weekends, holidays, and long hours during irregular operations.
• Must be open to cross training on below-the-wing services.
• This list is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position.  Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

REQUIRED SKILLS

• Ability to complete required initial and recurrent customer service training.
• Must be able to provide exceptional customer service.
• Must be attentive to customer needs and be able to handle inquires promptly.
• Safety focused.
• Detail oriented.
• Ability to organize, prioritize, and multitask.
• Must be highly motivated with a positive attitude.
• Ability to effectively communicate, with fellow team members, Airport staff, tenants and passengers. 
• Working knowledge of computers, telephones, 2-way radios, and other office equipment.

MINIMUM QUALIFICATIONS

• High School Diploma or Equivalent.
• Possess and maintain a valid S.C. driver's license.
• Successfully complete a Security Threat Assessment (STA) and Criminal History Records Check (CHRC).

PREFERRED QUALIFICATIONS

• Prior experience with an airline, air cargo carrier, or fixed base operator (FBO) is preferred.
• Previous employment as a front-line customer service provider.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS

Work is performed in both office and outdoor environments, and involves exposure to noise, chemicals, and other contaminants, moving mechanical hazards, and extremes of temperature and weather conditions. Must have sufficient auditory ability, with or without audio logical devices, to decipher radio communications, hear alarms, other warning signals, and vehicle signals indicating backward or forward motion. Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, and climbing up and down stairs.  Must be able to handle objects up to 70 pounds.  Frequent work or travel in or near ground service vehicles and aircraft ramp areas requires constant vigilance of vehicular, aircraft and equipment traffic.