Part-Time Airline Customer Service Representative/Ground Ops Agent

Washington County Government; Hagerstown (MD); On-site; USD 17,000 - 28,000; Part time

Job summary

Washington County Government's Regional Airport is seeking a Part-Time Airline Customer Service Representative / Ground Operations Agent to assist passengers, manage ticket sales and reservations, check baggage, and support ground duties. The role involves welcoming travelers, guiding them to counters, and ensuring smooth on-time operations.

The position requires high school diploma or equivalent, ability to lift baggage, and willingness to work varied shifts, including weekends and holidays.

Qualifications

• Entry-level position with on-the-job training.
• Must be at least 18 years old and have basic math skills.
• High school diploma or equivalent required.

Responsibilities

• Report on time for duty for flights and remain on duty until shift ends.
• Represent the airline to passengers, assist with ticket sales and reservations, and maintain positive customer relations.
• Check in passengers and manage baggage, provide information, and guide passengers to counters.
• Greet passengers, assist boarding, and help with paperwork for aircraft movements.
• Load/unload baggage and marshal aircraft in/out of gates.
• Complete required training within 60 days and regular ongoing trainings.

Skills

Customer service

Communication

Problem solving

Education

High school diploma

Tools

Ticketing systems

Job description

JOB TITLE:

Part-TimeAirlineCustomerService Rep

/GroundOperations Agent

GRADE:

3

DEPARTMENT:

Regional Airport

FLSA STATUS:

Non-exempt

REPORTS TO:

AirlineStation Leader

GENERALDEFINITIONOFWORK:

This position is responsible for providing customer service to all customers and will include ground operations, aircraft cleaning and security for inbound/outbound flights. Direction is provided by the Airline Station Leader and/or the Airline Lead Cross Utilized Agent, who themselves are supervised by the Airport Director.

ESSENTIALFUNCTIONS/TYPICALTASKS:

(These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

1. Reporting promptly at the assigned time of duty for HGR Allegiant flights and remain on duty status until the designated shift has been completed.
2. Represent the airline to its passengers and assist passengers in ticket sales and reservations including reservationchanges.Providefriendlycustomerservicemaintainingpositivepublicrelationswithpatrons.
3. Passengercheck-inincludingthemovementofcheckedbaggage.
4. Provideairlineinformationtopassengersasrequired.
5. Greetpassengersastheyentertheterminalandprovidedirectiontotheairlineticketcounters.
6. Assistinpassengerboarding,includingtrainingtodrivejetbridge.
7. Assistinpreparationandcompletionofallpaperworkassociatedwiththeaircraftmovement.
8. Load and unload baggage of various weight and dimensions to and from aircraft and applicable airport baggage areas.
9. Marshalaircraftin/outofgatearea.
10. Uponhire,requiredtocompleteallcomputer-basedtrainingandon-the-jobtrainingwithin60days.
11. Requiredtodomonthlycomputer-basedtraining.
12. Training classes shall include (but not be limited to): De-icing, Ground Security Coordinator, Designated Ramp Observer, Customer Service Agent/Gate Agent, Left Wing, Right Wing, Lead Marshaller, FCA, Snack Bar attendant.
13. Performrelatedtasksasrequired.

KNOWLEDGE,SKILLSANDABILITIES:

The customer service representative is expected to be friendly, prompt, and courteous. You will provide aid passengers who are checking‑in, making reservations, rebooking a flight, and checking‑in baggage. You will also escort passengers to the boarding gate, push wheelchairs, and answer any questions that passengers may have. You will be required to know the procedures for unaccompanied minors, law enforcement officers, Hazmat, and the guidelines for accepting air freight. Agents are required to help resolve customer complaints in a calm manner. Ability to deal well with sometimes impatient angry customers can be an important part of the job. Provide information by public address system or otherwise about aircraft boarding, including news, such as flight delays and cancellations due to weather or mechanical problems with the aircraft.

EDUCATIONANDEXPERIENCE:

This is an entry-level position, and any necessary training will be provided by the airline. Customer Service Representatives should be high school graduates (or equivalent) and be at least 18 years old. You will need to have basic math skills and will usually handle money for tickets. Customer service or sales background with an airline is preferred but not required.

PHYSICALREQUIREMENTS:

Agents must have the ability to repeatedly lift luggage that may weigh up to 60 or more pounds. Customer service/Ground Operations Agents will be required to perform other jobs including baggage handler, ramp agent, gate agent, and more. Must have the ability to enter ticket information and check scheduling via computer.Agents should have computer proficiency with a minimum typing skill of 30 wpm.

Musthavetheabilitytoread,write,andspeakclearEnglish.ValidMDClassCdriver'slicenseorequivalent from another state is required. You will wear the assigned clothing items and expected to be always well-groomed. Multi-tasking abilities are a must.

The worker is subject to inside and outside environmental conditions, extreme cold, extreme heat, noise, hazards,andatmospheric conditions.Theworkermay beexposedtobloodbornepathogensandmaybe required to wear specialized personal protective equipment.

SPECIALREQUIREMENTS:

Successfullybackgroundinvestigationisalsonecessarywithnocriminalhistory,andthiswilltypicallygoback 10yearsormore.Alongwithit,youwillneedtobeabletoqualifyforagovernmentairportIDandpassadrug test.AtHGR,securityclearanceisneeded.Staffcanexpecttoworkalmostanyshiftbecauseairlinecounters are often open at various times throughout the year including weekends and holidays. Flexibility is a must. Working hours will be scheduled by the Airline Station Leader and align with the airline schedule.

Revised:2/2016,1/2019,12/5/2023,06/2025

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

ApplicantmustbelegallyauthorizedtoworkintheUnitedStatesandwillingtoprovideunexpiredUSCISForm I-9 employment eligibility verification documentation upon request.