Passenger Service Agent

lliance Ground International; Portland (OR); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid vacation

Medical/dental/vision

Free uniforms

Travel discounts

401(k) matching

Employee assistance program

Job summary

Alliance Ground International (AGI) is hiring a Passenger Service Agent in the United States. You will assist passengers at ticket counters and gates, ensuring accurate ticketing, baggage handling, and responsive travel information while upholding safety standards.

Requirements include 18+, a high school diploma or GED, US work authorization, and SIDA training. Airline and in-person customer service experience are preferred.

Qualifications

• Be at least 18 years old and possess a high school diploma, GED, or equivalent.
• U.S. work authorization required; international work authorization if applicable.
• SIDA training required to obtain airport security ID.
• Airline experience preferred; face-to-face customer service experience is a plus.

Responsibilities

• Provide exceptional customer service at the ticket counter and gate per airline standards.
• Ensure safety and security is never compromised.
• Handle reservations, tickets, itineraries, refunds, and baggage matters.
• Process lost and found, trace lost baggage, and manage claims.
• Answer inquiries on flight schedules, fares, and travel information.
• Meet aircraft at gate, verify documents, and coordinate passenger movement.
• Coordinate post-departure procedures and flight close-out with teams.
• Maintain clear communication between gate, ground handling, and flight crew.

Skills

Communication

Critical thinking

Basic math

Time management

Education

High school diploma or GED

Tools

Computer systems

Radio equipment

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. You can 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.

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, outgoing manner.

Ability to speak and be understood in giving directions/information to passengers verbally and/or via overhead announcement systems.

Computer skills: Passenger Service agents are required to use computer systems daily.

Critical thinking skills: Agent may be called upon to troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc.

Basic math skills: Must be able to process payment transactions for flight/seat upgrades, excess baggage fees, etc.

Time management skills: Passenger Service agents must be able to manage their time effectively to complete tasks efficiently in a fast-paced environment.

Must report to work on a regular and timely basis.

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.

If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.

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.

Benefits

• Paid vacation and medical / dental / vision for full-time qualified employees
• Medical coverage for part time employees
• Free uniforms
• Free on-the-job training
• Company-matched 401(k) program
• Company-paid employee assistance program
• Voluntary life insurance
• Travel discounts on car rentals
• Travel discounts on hotels
• Travel discounts on cruises

The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!

Equal Opportunity

AGI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.

Introduce yourself! AGI is one of the fastest growing, US-owned, ground handling companies in North America, providing ground, cargo, mail handling, and security services.

Founded in 1987, AGI is headquartered in Miami and has more than 12,000 employees spread across 62 airports in the United States and Canada.

AGI’s portfolio of services includes air cargo, aircraft ground handling, e-commerce, passenger service, and security services.

AGI is owned by Audax Croup and Greenbriar Equity Croup, LLC.