Passenger Service Agent

Alliance Ground International; St. Louis (MO); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Paid vacation

Medical/dental/vision coverage

401(k) program

Travel discounts

Job summary

A leading airline service provider in St. Louis is looking for a Passenger Service Agent. Responsibilities include providing exceptional customer service, handling reservations, and ensuring safety standards. Candidates must possess a high school diploma and be at least 18 years old. One year of relevant experience is preferred. AGI offers a comprehensive benefits package including medical coverage and 401(k) matching. This position emphasizes teamwork and safety in a dynamic environment.

Qualifications

• Must be at least 18 years old.
• Must have authorization to work in the United States.
• Preferred: One+ year of relevant customer service experience.

Responsibilities

• Provide exceptional customer service at the ticket counter and gate.
• Answer inquiries regarding flight schedules and general travel information.
• Coordinate flight movement messages between the gate and ground handling.

Skills

Customer service skills

Communication skills

Time management skills

Critical thinking skills

Basic math skills

Education

High school diploma or GED

Tools

Computer systems

Job description

Job Description

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

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.
• Interact with customers at the ticket counter and gate in a professional, efficient, and courteous manner.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries; compute fares; issue refunds; check baggage; collect excess baggage charges.
• Handle customer concerns and complaints regarding ticketing and baggage handling; perform lost and found activities; start 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.
• Answer inquiries regarding flight schedules, fares, and general travel information.
• Meet aircraft at gate or loading area; perform duties in departure lounges or boarding gates; check passenger tickets and documents for validity; complete arrangements for accommodating reservations, standbys, and luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy; complete post-departure procedures.
• Coordinate flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers regarding the acceptance of Dangerous Goods.

Safety, Security and Compliance

All AGI team members have a responsibility to:

• Take reasonable care for the health, wellbeing, safety, and security of themselves and others who may be affected by their actions or omissions at work.
• Cooperate with their manager/supervisor to comply with 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.
• Inform their manager/supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, safety, and security.
• Report hazards, near misses, incidents, accidents, or dangerous occurrences to their manager/supervisor, who will follow company and carrier safety procedures.
• Conduct work in accordance with provided information, training, and any health, wellbeing, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend training courses as required by AGI.

Physical Requirements

• Must be able to lift/carry/push/pull items of 70 pounds and regularly handle 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 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 should present a favorable corporate image.

Good communication skills: Passenger Service Agents must communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with flight crews, gate agents, customers, and other ground crew to coordinate movement of passengers and handling of equipment and baggage. Must tolerate and answer repetitious questions from passengers in a friendly, outgoing manner. Ability to speak and be understood when giving directions/information to passengers verbally and/or via overhead announcements.

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

Critical thinking skills: Agent may 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: Must manage time effectively to complete tasks in a fast-paced environment; must report to work regularly and on time.

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. If work location is in Canada, must have authorization to work in Canada.
• Must complete SIDA training to obtain airport authority identification security.
• Preferred Qualifications: One+ year of relevant experience. Airline experience and previous face-to-face customer service experience are a plus.

AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental/vision for full-time eligible employees, as well as medical coverage for part-time employees. AGI also provides uniforms and on-the-job training. Additional benefits include a company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and 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!

Alliance Ground International 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.