Customer Service Agent

At Surf Air Mobility, we’re transforming air mobility. As innovators in aviation, we are at the forefront of creating a more efficient and accessible flying experience. With our commitment to a customer‑first approach, advanced software solutions, and electrification, we’re pioneering new ways for people to travel, making flying not only faster but more enjoyable. Our passionate team thrives in a collaborative environment where innovation and hard work go hand in hand. Help us shape the future of aviation while working with cutting‑edge technologies that are changing the lives of our passengers. Job Title Airport Customer Service Agent - customer service & ramp Department Customer Service Reports To Station Manager FLSA Status Non-Exempt Job Summary The Airport Customer Service Agent is our primary representative in our airport stations. The position is responsible for handling all customer service activities, including greeting and checking in passengers, handling luggage, booking/re-booking flights, and assisting with passenger loading/unloading. Key Responsibilities Ensuring FAA, airline, and airport regulations are followed Enforcing safety/security measures and protecting sensitive zones Creating and modifying reservations Checking in passengers; safely loading and unloading passengers Handling luggage weights of up to 70 lbs and monitoring luggage for size, quantity and weight Reviewing baggage tags for accuracy Calculating weight/balance and assigning seats in the plane accordingly Providing information on arrival and departure times, boarding procedures, carry‑on regulations and seating arrangements Making announcements over a public address system Processing credit‑card payments Directing aircraft parking and dispatch on the ramp After additional training, towing aircraft to proper parking positions on the ramp Maintaining work area and mechanical equipment in proper order Displaying a great customer service attitude and a willingness to “find a way” instead of “I can’t” where applicable Any other duties as assigned Requirements – Knowledge, Skills & Abilities Excellent written and verbal communication skills Able to read, write and speak English effectively Able to maintain eye contact when speaking with customers Professional in appearance and manner Ability to learn, understand and communicate the terms of the company’s Contract of Carriage Courteous in all interactions Able to interact effectively with passengers, co‑workers and management Ability to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations Ability to diffuse stressful situations Detail‑oriented and self‑motivated Qualifications – Education High school diploma or equivalent Miscellaneous Requirements Valid driver’s license and reliable transportation Computer skills and ability to learn reservation and phone systems, proficient with a PC Basic math abilities Ability to work within a 24/7 operation including holidays Ability to pass a 10‑year background check and pre‑employment drug screen At least 21 years of age Authorized to work in the U.S. per the Immigration Act of 1986 Work Experience Preferred: At least 1 year of prior customer service experience Mental Requirements Level 2 (requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables). Physical Requirements Must be able to lift a 70‑pound suitcase from the floor to 18 inches and carry a 70‑pound suitcase in front of you with both hands for a distance of up to 25 feet Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting, and sustaining those positions for extended amounts of time Must be able to stand for extended periods of time Must be able to work in all weather conditions and in confined spaces Must have sufficient vision and ability to safely perform the essential functions of the position Activity Approximate % of Time Sitting: 5% Standing: 70% Walking: 25% 100% Machines and Equipment Used Machines, equipment, tools – approximate % of time: 100% Degree of Hand‑Eye Coordination Required Computer: varies Phone: varies Photocopier, fax machine: varies On‑the‑Job Travel Less than 5% Benefits Competitive salary – attractive compensation package based on experience Health & wellness – after 30 days of employment on the 1st of the next month, eligible to sign up for medical, dental, vision, air ambulance, short‑term disability, pet insurance, health savings accounts and company‑paid life insurance Retirement plans – enroll in the company’s 401(k) plan Generous PTO – after completion of probation, earn 1 day of PTO per month, plus paid holidays throughout the calendar year Employee discounts – after completion of probation, access My ID Travel program; flight tickets at significant discount, employee and family members can fly planes (standby space available) Discounts on hotels and resorts Car rentals at reduced rates Discounted cruises This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. At Surf Air Mobility, we are committed to building a more inclusive ecosystem that integrates women, people of color, and other underrepresented groups into the cleantech sector and aerospace industry. We strongly encourage applications from qualified applicants and members of underrepresented groups. Surf Air Mobility is an equal‑opportunity employer; employment with Surf Air Mobility is governed based on merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status. Surf Air Mobility participates in E‑Verify. Equal Opportunity Employer, including disability/protected veterans PI284417244 #J-18808-Ljbffr