Passenger Service Agent

Job Overview As a Passenger Service Agent, you will manage the entire passenger experience from check‑in to boarding, ensuring customers are informed, safely directed, and served in accordance with AGI and airline policies. Responsibilities Provide exceptional customer service at all points of the passenger journey. Ensure safety and security procedures are followed at all times. Handle customer interactions professionally at the ticket counter and gate. Assist with reservations, ticket issuance, fee calculations, refunds, and baggage handling. Address ticketing and baggage concerns, resolve complaints, and conduct lost‑and‑found procedures. Prepare and maintain records and reports of lost‑and‑found and baggage claims. Answer inquiries about flight schedules, fares, and other travel information. Perform deplaning duties, verify tickets and documents, and manage passenger reservations and standbys. Determine flight close‑out times, complete flight forms, and conduct post‑departure procedures. Communicate flight movement messages among gates, ground crews, flight crews, and vendors. Follow procedures for passengers regarding the acceptance of Dangerous Goods. Safety, Security and Compliance Take reasonable care of health, safety, and security of self and others. Cooperate with supervisors to comply with legal and company requirements. Report hazards, near misses, incidents, or dangerous occurrences promptly. Follow AGI Health & Safety and Security policies and participate in required training. Physical Requirements Lift, carry, push, or pull items of 70 pounds and/or more regularly; lift weights of 40–50 pounds on raised surfaces. Stand for extended periods of time. Move heavy items up and down jetway stairs. Remain alert to moving vehicles, equipment, or aircraft and use radio equipment. Knowledge, Skills, and Abilities Wear uniform and insignia as prescribed; maintain a favorable corporate appearance. Communicate information and instructions verbally or via radio effectively. Tolerate and answer repetitive questions from passengers in a friendly, outgoing manner. Speak clearly when giving directions or announcements to passengers. Use computer systems daily for ticketing and other operations. Apply critical thinking to troubleshoot reservation issues, process baggage fees, and verify visa documentation. Perform basic math for payment transactions and upgrade fees. Manage time efficiently in a fast‑paced environment; report to work regularly and punctually. Qualifications At least 18 years of age. High school diploma, GED, or equivalent work experience. Authorization to work in the United States or Canada, as required. Completion of SIDA training to obtain airport authority security identification. Preferred Qualifications One or more years of relevant experience. Airline experience and prior face‑to‑face customer service experience. Benefits Paid vacation and medical, dental, and vision coverage for full‑time qualified employees; medical coverage for part‑time employees. Free uniforms and on‑the‑job training. Company‑matched 401(k) program. Company‑paid employee assistance program. Voluntary life insurance. Travel discounts on car rentals, hotels, and cruises. Equal Opportunity Employment Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal‑opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. #J-18808-Ljbffr lliance Ground International