Passenger Service Agent

allianceground; Miami (FL); On-site; USD 31,000 - 38,000; Full time

Job summary

Alliance Ground International (AGI) is seeking a Passenger Service Agent in Miami to assist travelers at the ticket counter and gate, ensuring accurate documentation and efficient service. You will handle tickets, reservations, baggage, and inquiries while upholding safety, security, and airline-specific procedures.

In this role you will communicate schedules and fare information, guide passengers through boarding, and coordinate with the ground team to resolve issues promptly, maintaining high

Qualifications

• Provide exceptional customer service per AGI and airline standards.
• Adhere to safety and security procedures at all times.
• Communicate clearly with passengers, crew and ground staff.
• Assist passengers with tickets, baggage, and flight information.

Responsibilities

• Provide exceptional customer service at the ticket counter and gate.
• Handle reservations, ticketing, refunds, and baggage operations.
• Inform passengers about schedules, fares, and travel details.
• Ensure safety and security throughout the passenger journey.
• Coordinate with ground handling and airport vendors for smooth operations.

Skills

Customer service

Communication

Safety awareness

Teamwork

Job description

Job Description:

From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Agent you'll ensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security, and airline-specific procedures, you'll put our customers - and their customers' needs at the heart of everything our AGI Passenger Service Agents do. This is a customer-facing role with a goal to providing first-class customer service to each traveler we encounter. If you are friendly, outgoing focusing on outstanding customer service, then let your career take off with AGI as a Passenger Service Agent!

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry.

Job Responsibilities:

• 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.

Safety, Security and Compliance:

All AGI Team members have a responsibility and duty while at work to:

Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.

Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.

Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.

Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.

Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures.

Conduct work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.

Fully understand AGI Health & Safety and Security policies.

Attend training courses as may be required by AGI.

Physical Requirements:

Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces. Must be able to stand for extended periods of time. Must be able to carry heavy items up and down jetway stairs. Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.

Knowledge, Skills, and Abilities:

Appearance: Must be willing to wear uniform and insignia as prescribed by AGI. Personal appearance and grooming must present a favorable corporate image. Good communication skills: Passenger Service Agents must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and handling of equipment and baggage. Tolerate and answer repetitious questions from passengers in a friendly,