Customer Service Agent, ACY

Passenger Service Agent

Must be able to work a flexible schedule including nights, weekends, and holidays. Hours will vary based upon flight schedules.

Number of weekly hours may increase or decrease due to seasonal flight changes.

General Purpose Of The Job

Join a team that keeps passengers moving. As a Passenger Service Agent with TDA AGH, you are the face of the operation — the first and last impression for every traveler who passes through our gates. In this role, you will deliver outstanding customer service to passengers using commercial and charter services, handling everything from ticketing and boarding to special assistance and aircraft turnaround support. If you thrive in a fast-moving environment, take pride in your work, and want to build a career in aviation, this is the opportunity for you.

Essential Duties And Responsibilities

• Process customer tickets, check baggage, monitor carry-on baggage for size and quantity, and assign seats.
• Provide accurate information on arrival and departure times, boarding procedures, carry-on regulations, and seating arrangements.
• Handle denied boarding situations professionally — solicit volunteers, accommodate displaced customers, and issue hotel, meal, and taxi vouchers as appropriate.
• Ensure strict compliance with FAA, airline, and airport regulations at all times.
• Enforce safety and security measures and protect sensitive operational zones.
• Assist customers with special needs, including those who require support during boarding.
• Transport wheelchair passengers between the ticket counter, gates, and baggage service areas.
• Operate jet bridges, ADA ramps, and portable air stairs to facilitate safe passenger boarding and deplaning, including for customers with mobility needs.
• Perform thorough aircraft cabin cleaning and security searches between flights.
• Complete all required training.
• Only complete tasks for which you are fully trained.
• Report any safety hazard or incident immediately to your supervisor.
• Other duties as assigned by management.

Requirements And Qualifications

Required:

• Must be able to read, write, and communicate effectively in English.
• Ability to work calmly and efficiently under time constraints in a high-pressure airport environment.
• Available to work varied shifts including evenings, nights, weekends, and holidays.
• Must present a well-groomed, professional appearance at all times.
• Must have or be able to obtain authorization to work in the U.S. as defined in the Immigration Act of 1986.
• Must be able to fulfill the requirements to obtain a SIDA (Secure Identification Display Area) badge and pass a fingerprint-based security screening as required by the airline and airport authority.

Preferred:

• Bilingual or multilingual skills strongly valued.
• Prior customer service, hospitality, or airline/airport industry experience.
• Familiarity with airline reservation or check-in systems (e.g., Sabre, Amadeus, or similar).
• Experience assisting passengers with disabilities or ADA/wheelchair assist procedures.
• CPR/First Aid certification or willingness to obtain.

Work Environment

Works both indoors and outdoors with exposure to extreme weather conditions as well as dust and pollen. Subject to a variety of mechanical, electrical, chemical, and other safety hazards associated with working around aircraft, vehicles, equipment, and fuel. Subject to constant noise, strong odors, fumes, and variable lighting conditions including nighttime operations. Possible exposure to biohazards during aircraft lavatory servicing.

Physical Requirements

• Must be able to lift and carry a 70-pound suitcase from the floor to 18 inches, and carry a 70-pound suitcase with both hands for a distance of up to 25 feet.
• Must have the physical dexterity to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, and twisting, and sustaining those positions for extended periods.
• Must have sufficient vision and physical ability to safely perform all essential functions of the position.

Key Competencies

• Customer Focus: Genuinely attentive to passenger needs; courteous and composed in all interactions, including difficult situations.
• Communication: Communicates clearly and professionally with passengers, airline personnel, and team members both verbally and in writing.
• Compliance & Safety: Strictly adheres to FAA, airline, and airport regulations; prioritizes the safety and security of passengers, crew, and the operation.
• Adaptability: Thrives in a dynamic environment; adjusts effectively to irregular operations, schedule changes, and shifting priorities.
• Teamwork: Partners closely with ramp, operations, and ground service crews to deliver a seamless passenger experience and support on-time performance.
• Professionalism & Reliability: Dependable, punctual, and consistently represents TDA with integrity and a positive attitude.