Passenger Service Agent - OPS AGENT

Job Description

Job Description

Summary 

The Passenger Service Agent provides all passenger/customer services as contracted by the airline customer, which may include reservations, ticketing, load control, baggage processing, ticket counter/gate check-in, receiving/greeting arriving/departing passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned. 

Core Competencies

• Able to work efficiently as a part of a team as well as independently.
• Attention to detail in all areas of work.
• Effective communication skills with individuals at all levels of the organization

  Job Duties 

• • Monitor daily flight schedules and provide operational updates to leadership and frontline employees.
  • Coordinate communication between airline partners, flight crews, airport personnel, and station leadership.
  • Prepare and maintain operational records, reports, and required documentation.
  • Ensure arrival and departure paperwork is completed accurately and submitted within required timeframes.
  • Assist with auditing operational processes and verifying compliance with company and airline procedures.
  • Track and maintain operational logs, safety reports, and other station records.
  • Monitor station email accounts and respond professionally and promptly to requests and inquiries.
  • Support training initiatives by maintaining training records and tracking required certifications.
  • Assist in preparing for airline audits, audits, customer audits, and internal reviews.
  • Communicate delays, operational changes, weather impacts, and other critical information to the appropriate personnel.
  • Provide administrative support to Supervisors, Lead Agents, and Station Leadership.
  • Maintain accurate records of equipment inspections, safety documentation, and compliance requirements.
  • Handle confidential information with professionalism and discretion.
  • Perform additional duties as assigned to support station operations.

• Requirements

• Must be 18 years of age.
• High School diploma.
• Enthusiastic about Customer Service
• Must be capable of lifting/pushing/pulling up to 70 lbs. on a regular basis.
• Ability to work nights, weekends, holidays, and varying schedules.
• Proficient Computer Skills 
• Must be able to stand, lift, bend for an extended period. 
• Must successfully complete airline specific training programs and recertification
• The ability to read, write and fluently speak and understand the English language.