Lead Passenger Service & Gate Operations

Alliance Ground International; North Carolina; On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Paid vacation

Medical/dental/vision insurance

Uniforms provided

401(k) program

Travel discounts

Job summary

Alliance Ground International (AGI) is seeking a Passenger Service Supervisor to lead shift operations, guide Passenger Service Agents, and ensure first-class customer service at the airport. You will manage ticketing, baggage handling, and safety procedures while delivering efficient, friendly service to travelers and airline customers.

The role emphasizes safety, security, and compliance with airline standards, requiring strong leadership, communication, and problem-solving abilities in a

Qualifications

• Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.
• If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
• Must complete SIDA training to obtain airport authority identification security.
• Preferred Qualifications - One+ year of relevant experience. Airline experience is preferred, and previous face-to-face customer service experience is also a plus.

Responsibilities

• Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
• Make recommendations to management on staffing decisions, including hiring, discipline and termination.
• Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
• Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges.
• Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.
• Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers’ reservations, standbys, and their luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.

Skills

Leadership

Communication skills

Appearance

Computer skills

Critical thinking

Math skills

Time management

Education

High school diploma or equivalent

Job description

Alliance Ground International (AGI) is seeking a Passenger Service Supervisor to lead shift operations, guide Passenger Service Agents, and ensure first-class customer service at the airport. You will manage ticketing, baggage handling, and safety procedures while delivering efficient, friendly service to travelers and airline customers.

The role emphasizes safety, security, and compliance with airline standards, requiring strong leadership, communication, and problem-solving abilities in a