Flight Control Customer Service Agent (CX) - Part Time

Pacific Aviation Corporation; San Francisco (CA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

401(k) Retirement Plan

Paid Time Off (PTO)

Company-Provided Uniform

Parking Discounts

Paid Training

Referral Bonus Program

Job summary

Pacific Aviation Corporation seeks a Flight Control Agent to facilitate efficient daily flight operations and ensure seamless travel experiences for passengers and crew.

The role includes responsibilities like managing seating assignments, processing special service requests, and maintaining airline procedures adherence. Ideal candidates are detail-oriented and thrive in dynamic environments.

Benefits include medical, dental, and vision insurance, a 401(k) retirement plan, and paid time off.

Qualifications

• 6 months of counter-lead/flight control experience required.
• Ability to interpret and follow airline operational procedures.

Responsibilities

• Coordinate passenger processing and flight readiness.
• Manage passenger seating and communicate critical flight information.
• Ensure operational records are maintained.

Skills

Fluent English communication skills

Excellent organizational skills

Strong computer literacy

Professional judgment and problem-solving skills

Ability to multitask

Job description

Pacific Aviation is seeking a detail-oriented, organized, and proactive professional to join our team as a Flight Control Agent supporting Cathay Pacific (CX) operations. This role is responsible for coordinating passenger processing, flight readiness, seating assignments, operational communications, and post-flight reporting to ensure smooth and efficient departures. If you thrive in a fast-paced airport environment and enjoy supporting airline operations behind the scenes, we encourage you to apply.

SUMMARY

As a Flight Control Agent for Pacific Aviation, you will support daily flight operations by managing passenger seating, processing upgrades, coordinating special service requests, communicating critical flight information, and maintaining operational records. This position plays a key role in ensuring airline procedures are followed while supporting a seamless travel experience for passengers and crew.

What you Bring

• Fluent English communication skills
• Strong verbal and written communication abilities
• Excellent organizational skills and attention to detail
• Ability to multitask and prioritize in a fast-paced operational environment
• Strong computer literacy and data entry skills
• Ability to interpret and follow airline operational procedures
• Professional judgment and problem-solving skills
• 6 months of counter‑lead / flight control experience.

Schedule

• Must be available to work flexible schedules, including weekends and holidays
• Shifts may include mornings, evenings, and overnight operations
• The schedule is based on operational requirements and flight schedules

What you will do

• Counter Assistance
• Support briefing and assist counters upon request from the counter supervisor.
• Involuntary Upgrade (INVOL UPG) Processing
• Initiate INVOL UPG to release seats for check‑in during oversold situations.
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  • Select appropriate cabin
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  • Include: Frequent Traveler – Tier (FQT)
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  • Sort by Security Number (SEC)
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  • Refer to operational notes and upgrade guidelines for final selection criteria
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• Passenger List Comments
• Monitor list comments for seat change requests.
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  • Include: Ad‑hoc Comments (CMT)
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  • Include: List‑Only Comments (LIS)
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• Upgrade | Regrade Tracking
• Monitor flights for the following upgrade categories:
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  • FMUFG
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  • CIS
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  • UGSA
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  • Miles Upgrade
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  • Upgrade Certificates
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  • Long Service & Work Well Done Upgrade Vouchers
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• CLC Communication
• Send required information to PRG CLC via messenger:
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  • Crew Count
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  • DT Crew
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  • Crew Bags
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  • OCS
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  • WCLB
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  • CBBGs
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  • STCRs
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• Staff Passenger Processing
• Process staff acceptance (must be completed at the check‑in counter only).
• Jump Seat Oversight
• Check for any jump seat requests.
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  • Navigation: Flight Tab > CX Apps > Jump Seat Edit
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• Seat Change Monitoring
• Review List‑Only Comments for additional seat change requests.
• Check‑In Counter Closure & Final Reporting
• Ensure the check‑in counter is officially closed.
• Announce final passenger breakdown and total passenger count to relevant teams via chat group.
• Post‑Flight Telexes
• Send telexes for special service items, including:
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  • Baby Strollers
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  • WCMP
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  • RLA
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  • DMP
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  • VIP
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  • Any other relevant SSRs
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• Pre‑Flight Editing (Next Day)
• Assign seats for:
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  • INF (Infants)
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  • KIDS
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  • UMNR (Unaccompanied Minors)
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  • WCH (Wheelchair Passengers)
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  • Special Assistance Passengers
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  • DMP/DMs
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  • Linked Customers
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• Digital Filing
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  • E‑file passenger coupon reconciliation
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  • Upload post‑flight manifests to SharePoint
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Medical, dental, and Vision benefits

• Medical, Dental, & Vision Insurance
• 401(k) Retirement Plan
• Paid Time Off (PTO)
• Company‑Provided Uniform
• Parking Discounts
• Paid Training
• Referral Bonus Program