Customer Service Representative

Papillion Inc; Grand Canyon Village (AZ); On-site; USD 19,000 - 28,000; Full time

Job summary

Papillion Inc. seeks a customer-focused team member to assist travelers at the airport. You will greet passengers, answer questions about tours and flights, and manage check-ins and boarding passes for smooth departures.

The role requires handling changes, refunds, and communications with the accounting team while maintaining a calm, professional demeanor. Fluency in English is required; other languages are a plus.

Qualifications

• High School Diploma or equivalent.
• Experience with refunds, flight changes, and rebooking/rescheduling.
• Willingness to work open availability, including weekends and holidays.

Responsibilities

• Greet passengers on arrival at the airport.
• Answer questions about the tour/flight.
• Check in bookings and issue boarding passes.
• Keep passengers updated on changes to flight information.
• Direct passengers to the correct gate for their flight.
• Weigh and check in luggage.
• Respond calmly and professionally to customer complaints.
• Audit flight manifests for accuracy.
• Follow security procedures.
• Independently manage customer service resolutions.
• Coordinate refunds/changes with accounting.
• Speak fluent English; other languages are a plus.

Skills

Customer service

Fluent English

Conflict resolution

Cash handling

Multilingual (extra languages)

Education

High School Diploma

Tools

Square POS

Dropbox

Adobe Lightroom

Job description

Job Duties

• Greeting passengers on arrival at the airport
• Answering any questions passengers might have about their tour (flight)
• Checking in bookings and issuing boarding passes
• Keeping passengers updated on any changes to flight(tour) information
• Directing passengers to the correct gate for their flight
• Weighing and checking in luggage
• Responding in a calm and professional manner to customer complaints
• Auditing Flight manifests for accuracy
• Following security procedures
• Must be able to independently manage customer service resolutions
• Must also have previous experience with customer service resolutions regarding refunds, changes in flight information, flight rescheduling, and be able to work directly with the accounting department
• Must speak fluent English, other languages is a plus

Job Duties

• Greeting passengers on arrival at the airport
• Answering any questions passengers might have about their tour (flight)
• Checking in bookings and issuing boarding passes
• Keeping passengers updated on any changes to flight(tour) information
• Directing passengers to the correct gate for their flight
• Weighing and checking in luggage
• Responding in a calm and professional manner to customer complaints
• Auditing Flight manifests for accuracy
• Following security procedures
• Must be able to independently manage customer service resolutions
• Must also have previous experience with customer service resolutions regarding refunds, changes in flight information, flight rescheduling, and be able to work directly with the accounting department
• Must speak fluent English, other languages is a plus

Licenses and Certifications

High School Diploma. Valid unexpired driver's license or State

Technical Skills

• Software Knowledge Requirements: Square POS system. (Will train)
• Dropbox. (Will train)
• Adobe Lightroom. (Will train.)

Responsibilities

Must be reliable and have own transportation. Must clear a pre-employment drug test. Must clear a pre-employment background check. This is a 7-day operation and candidates must have open availability.

Requirements And Experience

Minimum of 18 years of age. Must be able to lift up to 50lbs and stand for prolonged periods of time. Must have previous experience utilizing Ventrata and 135ACM systems, and 3CX phone systems. Must also have basic cash/credit card handling skills. Must be available to work Mondays, Tuesdays, Wednesdays, Thursdays, Fridays, Saturdays, and Sundays and for various shifts including early morning to late evening shifts. Hours of availability must be from 5am to 9pm daily.

Other

Physical Requirements: Must be able to withstand all weather conditions. Some bending and lifting required for stocking merchandise. Must be able to life at least 20lbs.