Passenger Service Supervisor

Overview 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 are in the right place at the right time. Following safety, security, and airline‑specific procedures, you’ll put our customers – and their customers’ needs at the heart of everything AGI Passenger Service Supervisors do. This is a customer‑facing role with a goal to providing first‑class customer service to each traveler we encounter. If you are friendly, outgoing and focus on outstanding customer service, your career can take off with AGI as a Passenger Service Supervisor. 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, 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 themselves and others. Cooperate with 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. Inform manager/supervisor of any work situation, equipment, or activity that represents a serious or immediate danger. 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 ability 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; present favorable corporate image. Good communication skills: Communicate information and instructions verbally and/or via radio equipment effectively with flight crew, gate agents, customers, and other ground crew. Customer service: Tolerate and answer repetitious questions from passengers in a friendly, outgoing manner; speak and be understood in giving directions/information verbally and/or via overhead announcement systems. Computer skills: Use computer systems daily. Critical thinking skills: Troubleshoot issues to assist passengers with reservation issues, process excess baggage fees, 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. Qualifications At least 18 years of age; possess high school diploma, GED, or work experience equivalent. If work location is in the United States, must have authorization to work in the U.S. 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. Must complete SIDA training to obtain airport authority identification security. Preferred: One+ year of relevant experience; airline experience preferred; previous face‑to‑face customer service experience also a plus. Benefits Paid vacation and medical/dental/vision for full‑time qualified employees; medical coverage for part‑time employees. Free uniforms and free on‑the‑job training to all employees. Company‑matched 401(k) program. Company‑paid employee assistance program. Voluntary life insurance. Travel discounts on car rentals, hotels, and cruises. Equal Opportunity Statement 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