Passenger Service Agent (EWR)

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 

• Greet and process passengers for outbound flights at the check-in counter and gate.
• Actively participates in the Safety Management System (SMS) 
• Inspect and verify passenger documentation. 
• Checks passenger baggage and places bag tags on them at the ticket counter for appropriate destination 
• Coordinates ticket counter activities with those on the ramp regarding baggage handling to assure that all bags are processed as designated. 
• Oversees customer complaints regarding ticketing and baggage handling when problems arise. (i.e., lost baggage, lost/misplaced tickets, canceled flights, or delayed flights) 
• Makes announcements regarding flight activity at gate or over airport’s general PA system. 
• Answers passenger inquiries regarding flight schedules, fares, space availability for a particular flight  and other   questions that may arise.
• Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance. 
• Assist Ramp Service Agents to ensure that wheelchairs, strollers, and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival.
• Always maintain the level of service expectations for the passenger and the airline customer. 
• Comply with all company, local, state, federal, and carrier SOP and security requirements.
• Participate in training to comprehend, implement, and maintain all quality objectives as stated in our Quality Management System to ensure delivery of desired levels of operational safety and security. 
• All employees are responsible for ensuring quality control in their own activities. 
• Cooperate fully with Inspectors to achieve quality inspection commitments. 
• Performs other duties as requested.  

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.