Customer Service Agent

Southern Airways Corporation; Kualapuu (HI); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

401(k) plan

Paid holidays

Employee travel benefits

Travel discounts

Job summary

Surf Air Mobility is hiring an Airport Customer Service Agent – customer service & ramp. You will greet passengers, check-in, assist with luggage, and support with flight bookings and loading/unloading in a fast-paced airport setting.

Ideal candidates have at least 1 year of customer service experience, are legally eligible to work in the U.S., and can operate in a 24/7 environment. The role offers competitive pay and comprehensive benefits.

Qualifications

• Must have high school diploma or equivalent.
• Excellent written and verbal communication skills are required.
• Able to read, write and speak English effectively.
• Professional in appearance and manner.
• Ability to learn and communicate the terms of the Contract of Carriage.
• Courteous in all interactions.
• May be required to drive a company vehicle.
• Able to interact effectively with passengers, co-workers and management.
• Ability to maintain composure and diffuse stressful situations.
• Detail oriented and self-motivated.

Responsibilities

• Follow FAA, airline and airport regulations.
• Enforce safety and protect restricted zones.
• Create and modify reservations.
• Check in passengers and assist with loading/unloading.
• Handle luggage up to 70 lbs and monitor weight.
• Review baggage tags for accuracy.
• Calculate Weight/Balance and assign seats.
• Provide information on arrivals, departures and procedures.
• Make announcements over PA system.
• Process credit card payments.
• Direct aircraft parking and ramp operations.
• Tow aircraft after training when applicable.
• Maintain work area and equipment.
• Deliver excellent customer service and proactive problem solving.
• Perform other duties as assigned.

Skills

Communication skills

English proficiency

Professional appearance

Contract knowledge

Customer courtesy

Driving

Interpersonal skills

Stress management

Attention to detail

Education

High school diploma or equivalent

Tools

Reservation systems

Phone systems

PC proficiency

Job description

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

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
• Great customer service attitude and a willingness to “find a way” as opposed to “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
• May be required to drive a company vehicle
• 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:

• May require valid driver’s license and reliable transportation
• Computer skills – 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 10-year background check and pre-employment drug screen
• At least 18 years of age
• Authorized to work in the U.S. per the Immigration Act of 1986

Work Experience:

• Prefer at least 1 year of prior customer service experience

Mental Requirements:

Level 2

Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.
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.
Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical requirements

• Must be able to lift 70 pound suitcase from the floor to 18 inches and carry 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

Varied: 100%

Degree of Hand Eye Coordination Required:

Computer: Varies

Phone: Varies

Photocopier, fax machine: Varies

Approximate percentage of time incumbent spends in “on-the-job” travel, including commuting to regular work locations: 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, you are eligible to sign up for medical, dental, and vision insurance, air ambulance coverage, short-term disability, pet insurance, health savings accounts, and company-paid life insurance.
• Retirement Plans: Employees can enroll in our company’s 401(k) plan.
• Generous PTO: After completion of your probationary period, employees earn 1 day of PTO per month, plus paid holidays throughout the calendar year.
• Employee Discounts: After completion of your probationary period, you can access the My ID Travel program, which allows members of your immediate family to participate as well. This program provides travel privileges, including:
• Flight tickets at significant discount, employee and family members can fly our 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

Equal employment opportunity, including veterans and individuals with disabilities.