Passenger Service Supervisor

From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Supervisor you’ll ensure our traveling customers are kept well-informed and in the right place at the right time. Following safety, security, and airline‑specific procedures, you’ll put customers—and their needs—at the heart of everything AGI Passenger Service Supervisors do. This customer‑facing role focuses on providing first‑class customer service to each traveler we encounter. If you are friendly, outgoing, and focused on outstanding customer service, start your career with AGI as a Passenger Service Supervisor! Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5 B kilos and over 400 K departures and are committed to providing the highest quality service while maintaining an outstanding safety track record. Job Responsibilities Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns. Make recommendations to management on staffing decisions, including hiring, discipline, and termination. Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads. Provide exceptional customer service as per AGI and airline‑specific standards to ensure customer satisfaction at every step of their journey. Always ensure safety and security is never compromised. Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate. Make and assist with reservations, preparation and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges. Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, and prepare and maintain required records and reports of lost and found activities. Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information. Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers' reservations, standbys, and their luggage. Determine flight close‑out time and prepare, complete, and check various flight forms for accuracy and complete post‑departure procedures. Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors. Follow procedures for passengers with regards to the acceptance of Dangerous Goods. Safety, Security and Compliance Take reasonable care for the health, wellbeing, safety, and security of yourself and of others who may be affected by your actions or omissions while at work. Cooperate with your manager/supervisor to allow you to perform or comply with any legal requirements imposed on the company. Do 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 your 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 your manager/supervisor, who will then follow the procedures contained in company and carrier safety and security procedures. Conduct 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. Physical Requirements Must be able to lift/carry/push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces. Must be able to stand for extended periods of time. Must be able to carry heavy items up and down jetway stairs. Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment. Knowledge, Skills, and Abilities Leadership: Demonstrate the skills to encourage teams of agents and leads to complete shift tasks in a timely and professional manner. Appearance: Willing to wear uniform and insignia as prescribed by AGI; personal appearance and grooming must present a favorable corporate image. Good communication skills: Communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew. Computer skills: Use computer systems daily. Critical thinking skills: Troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc. Basic math skills: Process payment transactions for flight/seat upgrades, excess baggage fees, etc. Time management skills: Manage time effectively to complete tasks efficiently in a fast‑paced environment; report to work on a regular and timely basis. Qualifications Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent. If located in the United States, possess authorization to work in the United States as defined by the Immigration Reform Act of 1986. If located in Canada, possess authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001. Complete SIDA training to obtain airport authority identification security. Preferred: One or more years of relevant experience. Airline experience is preferred, and previous face‑to‑face customer service experience is also a plus. AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental/vision for full‑time qualified employees as well as medical coverage for part‑time employees. AGI also provides free uniforms and free on‑the‑job training to all employees. Additional benefits include a company‑matched 401(k) program, company‑paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises, to name a few. The successful AGI team member brings their "A" game every day with energy and enthusiasm, respect for their team, and the highest regard for safety! Equal Opportunity Employer 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