HNL Airport- FT Customer Service Agent

Surf Air; Honolulu (HI); On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid time off

Employee travel discounts

Job summary

Surf Air Mobility seeks an Airport Customer Service Agent at HNL Airport. The role greets guests, checks in travelers, handles luggage, books and rebooks flights, and supports ramp operations.

You'll work in a 24/7 environment with a focus on safety, customer service, and accurate reservation handling. Training and performance-based advancement are provided within a full-time Customer Service team.

Qualifications

• Excellent written and verbal communication skills.
• 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.

Responsibilities

• Greet and check in guests; handle luggage and reservations.
• Explain arrival/departure procedures, seating arrangements, and regulations.
• Direct aircraft parking and ramp duties; tow aircraft as trained.
• Process payments and maintain luggage safety and accuracy.
• Maintain work area and equipment in proper order.

Skills

Communication

English fluency

Customer service

Professional appearance

De-escalation

Education

High school diploma

Tools

Reservation systems

PC skills

Job description

SURF AIR MOBILITY

Airport Customer Service Agent

Surf Air Mobility is building a world where air travel is the most sustainable, affordable, comfortable, quiet, and fastest way to travel any distance. We're accelerating the next great revolution in aviation, electric flight, to unlock affordable and personalized air transportation for everyone.

Job Title: Airport Customer Service Agent - Customer Service & Ramp

Location: HNL Airport

Employment Type: Full Time

Department: Customer Service

Reports To: Station Manager

FLSA Status: Non-Exempt

The Airport Customer Service Agent is our primary representative in our airport stations, responsible for greeting and checking in guests, handling luggage, booking and re-booking flights, assisting with guest loading and unloading, and covering ramp duties at our smaller stations.

Key Responsibilities

• Ensure FAA, airline, and airport regulations are followed
• Enforce safety and security measures and protect sensitive zones
• Create and modify reservations
• Check in guests; safely load and unload guests
• Handle luggage up to 70 lbs and monitor luggage for size, quantity, and weight
• Review baggage tags for accuracy
• Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seating arrangements
• Make announcements over a public address system
• Process credit card payments
• Direct aircraft parking and dispatch on the ramp
• After training, tow aircraft to proper parking positions on the ramp
• Maintain work area and mechanical equipment in proper order

This position does not directly supervise others.

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, able 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 18 years of age
• Authorized to work in the United States

Work Experience

• At least 1 year of prior customer service experience preferred

Mental Requirements — Level 2

Requires high periods of concentration intermittently and normal attention. 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 lb suitcase from the floor to 18 inches and carry it with both hands for up to 25 feet
• Must have physical dexterity for repetitive tasks including bending, squatting, kneeling, crawling, and twisting, and sustaining those positions for extended periods
• 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 to safely perform the essential functions of the position
• Must be able to meet all physical requirements related to aircraft weight limitations before and during employment

Activity Breakdown

• Sitting - 5%
• Standing - 70%
• Walking - 25%

Machines & Equipment Used: Varied, 100% of time. Includes computer, phone, and photocopier/fax use as needed.

Travel: Less than 5% on-the-job travel, including commuting to regular work locations.

Benefits

• Competitive salary based on experience
• Full-time team members are eligible for comprehensive medical, dental, and vision plans, plus air ambulance coverage, short-term disability, pet insurance, HSAs, company-paid life insurance, and a 401(k) plan (eligibility begins the first of the month following 30 days of employment)
• Generous PTO plus paid holidays throughout the year
• Team member travel discounts through the My ID Travel program: discounted flights, hotels, car rentals, and cruises

Surf Air Mobility is 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 is based on merit, competence, and qualifications and will not be influenced 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.