Passenger Service Agent

GRUPO EULEN USA; Miami (FL); On-site; USD 16,531 - 24,796; Full time

Job summary

Grupo Eulen USA in Miami, FL, seeks a Passenger Assistance Agent to transport passengers requiring wheelchair service within the terminal and to aircraft, ensuring safety and customer service standards. The role requires reading airline forms and city codes, bilingual English/Spanish communication, and ability to work rotating shifts including nights and weekends.

A High School diploma and prior aviation experience preferred.

Qualifications

• High School Diploma or GED required.
• Previous experience in aviation.
• Ability to read airline tickets, monitors, forms, and airline city codes.
• Must pass all pre-requisites to obtain SIDA badge.
• Must pass a criminal background check as well as a drug screen prior to employment.

Responsibilities

• Transports passengers requiring wheelchair service within the terminal and aircraft.
• Provide professional customer service to passengers and airport personnel.
• Behind the counter: baggage handling, verification of identity, transfer of baggage and oversized transfers.
• Ensure compliance with safety and regulatory manuals and local/state/federal safety rules.
• Provide reports and measurements of service delivery.
• Maintain clear communication with airline representatives and passengers.
• Notify Senior Management and Supervisor about audits or incidents.
• Other duties as assigned.

Skills

Bilingual English/Spanish

Excellent written and verbal skills

Shift flexibility and reliability

Education

High School Diploma or GED

Job description

Description

• Transports passengers requiring wheelchair service within the terminal and aircraft.
• Must be able to read airline tickets, monitors, various domestic and international forms, and airline city codes.
• Transporting passengers to a connecting flight operated by a different carrier.
• Always be professional in appearance and manners to passengers and any other person at the airport.
• Be able to stand, squat, kneel, and walk 70% or more of the scheduled work time. Be able to maintain customer service professionalism while under pressure and stressful environments.
• Provides services behind the counter: baggage handling, verification of the identification of each baggage, transfer of baggage and oversized transfers, and assistance in the processing and transport of passenger luggage.
• Ensures that safety and protection procedures comply with the standards set out in the Standard Operations Manual, Safety and Training Manual, Aviation Safety Manual, Loading Manual (if applicable), and Safety Management Systems Manual.
• Ensures compliance with all local, state, and federal safety regulations and measures.
• Provide reports as required and measurements of service delivery.
• Complies with customer service expectations to the client and passenger
• Establish clear communication and guidance for the airline representative and the passenger.
• The agent complies with internal/external service level/quality assurance standards.
• Guarantees immediate notification to Senior Management and the Supervisor about any audit, current or pending
• Other duties as assigned.

Job Details

Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following, but are not limited to:

• Transports passengers requiring wheelchair service within the terminal and aircraft.
• Must be able to read airline tickets, monitors, various domestic and international forms, and airline city codes.
• Transporting passengers to a connecting flight operated by a different carrier.
• Always be professional in appearance and manners to passengers and any other person at the airport.
• Be able to stand, squat, kneel, and walk 70% or more of the scheduled work time. Be able to maintain customer service professionalism while under pressure and stressful environments.
• Provides services behind the counter: baggage handling, verification of the identification of each baggage, transfer of baggage and oversized transfers, and assistance in the processing and transport of passenger luggage.
• Ensures that safety and protection procedures comply with the standards set out in the Standard Operations Manual, Safety and Training Manual, Aviation Safety Manual, Loading Manual (if applicable), and Safety Management Systems Manual.
• Ensures compliance with all local, state, and federal safety regulations and measures.
• Provide reports as required and measurements of service delivery.
• Complies with customer service expectations to the client and passenger
• Establish clear communication and guidance for the airline representative and the passenger.
• The agent complies with internal/external service level/quality assurance standards.
• Guarantees immediate notification to Senior Management and the Supervisor about any audit, current or pending
• Great Customer Service skills
• Other duties as assigned.

Qualifications

EDUCATION, LICENSE, and/or CERTIFICATION

• High School Diploma or GED required

EXPERIENCE And/or KNOWLEDGE

• Previous experience in aviation

SKILL And/or ABILITIES

• Ability to speak and understand English/Spanish professionally
• Must be able to pass all pre-requisites to obtain SIDA badge
• Must pass a criminal background check as well as a drug screen prior to employment
• Ability to work in a teamwork environment and delegate tasks
• Excellent written and verbal skillsMust be professional appearance and adhere to company grooming/uniform policy
• Ability to work rotating shifts including nights, holidays, and weekends, and be able to report to work on a regular and timely basis
• Requires flexibility to work additional hours beyond the regular shift, on short notice, and as needed during irregular operations.

TRAVEL

Negligible

Physical Activities And Requirements Of This Position

Physical Demands

The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This position requires the incumbent to be able to speak and be understood, hear, and comprehend the English language, stand for long periods of time, be able to lift approximately 70 pounds, be able to relocate in the event of an emergency, and have a neat and professional appearance.

EEOC

Grupo Eulen is an equal opportunity employer and will consider all applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, and all other protected classes recognized or any other characteristic protected under applicable federal, state, or local law

ACKNOWLEDGMENT

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.

In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Grupo Eulen provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.