Ramp/Passenger Service Agent

Worldwide-Flight-Services-3e56de5d; Rockford (IL); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Flight benefits

DailyPay

Paid training

Wellness programs

Travel discounts

Job summary

Worldwide Flight Services in Rockford, IL is hiring an Airline Services Agent to support ramp operations and passenger services at the airport. You will load and unload baggage and cargo, marshal aircraft, and operate ground support equipment while maintaining safety and high service standards.

The role requires a high school diploma or GED, the ability to pass background checks, and flexible shifts including weekends and nights.

Qualifications

• Must have excellent customer service skills and clear communication.
• Minimum education: high school diploma or GED.
• Experience in airport operations or similar environment is a plus.

Responsibilities

• Load and unload baggage and cargo from aircraft.
• Marshal aircraft to gates using hand signals and radios.
• Operate ground support equipment (tugs, belt loaders, forklifts).
• Conduct safety inspections of ramp equipment and areas.
• Assist passengers with check-in, boarding, and ticketing.

Skills

Customer service

Communication skills

Safety compliance

Multi-tasking

Teamwork

Education

High school diploma or GED

Tools

Ticketing systems

Fare calculation software

Airport ops software

Job description

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipments, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 227 airport locations, 27 countries, and on 5 continents. Are you ready to take off on your next career with us?

Job Summary

The Airline Services Agent is responsible for supporting both ramp operations and passenger services at the airport. Duties include loading and unloading baggage and cargo, marshaling aircraft, and operating ground support equipment. Additionally, the agent assists passengers with check-in, boarding, ticketing, baggage handling, and addressing customer inquiries. The role requires strong attention to safety, compliance with airport regulations, and excellent customer service skills to ensure smooth and efficient airport operations.

• Load and unload baggage and cargo from aircraft efficiently and safely
• Marshal aircraft to and from gates using hand signals and communication equipment
• Operate ground support equipment such as tugs, belt loaders, and forklifts
• Conduct pre- and post-flight safety inspections of equipment and ramp areas
• Coordinate with flight crews, ground control, and team members for smooth operations
• Fill aircraft water tanks and ensure proper servicing levels
• Handle baggage claims and transfers, ensuring accurate delivery to connecting flights
• Maintain cleanliness and organization of the ramp area, adhering to safety protocols
• Complete required flight paperwork, including weight and balance reports
• Assist with emergency situations, such as equipment failures or medical incidents
• Work in various weather conditions, including extreme heat, cold, and rain
• Follow all airport safety and security regulations and report any safety hazards
• Make reservations, issue tickets and itineraries, and compute fares for passengers.
• Handle baggage check-in, collect excess baggage charges, and provide general travel information
• Assist passengers at boarding gates, including checking ticket validity and processing boarding procedures.
• Manage arrangements for passengers holding reservations, standby travelers, and their luggage.
• Determine flight close-out times and complete necessary flight documentation for accuracy.
• Handle post-departure procedures, including invalidating tickets and finalizing reports.
• Conduct lost and found activities, including tracing lost articles, updating passengers, and returning found items.
• Process claims for lost or damaged baggage, including on-the-spot settlements for minor claims and forwarding larger claims to appropriate personnel.
• High school diploma or GED equivalent
• Hold a valid driver's lincense and mailntain throughout employment.
• At least 1 year of experience in customer service or related field
• Ability to work varied shifts, including weekends, holidays, and nights
• Strong verbal and written communication skills
• Ability to lift and handle baggage weighing up to 50 lbs
• Basic computer proficiency, including the ability to input data and use relevant software
• Familiarity with airport regulations and procedures
• Ability to pass background checks and comply with airport security requirements
• Ability to fluently speak, read, and write the Englishlanguage

This job is covered by a collective bargaining agreement of the Transport Workers Union (TWU), a labor union which requires joining the TWU and paying union dues.

Preferred Skills

• Previous experience in an airport, airline, or logistics environment
• Knowledge of ticketing, reservations, and fare calculation systems
• Experience handling lost and found procedures or baggage claims
• Strong organizational skills and attention to detail
• Ability to multitask in a fast-paced, high-pressure environment
• Knowledge of international shipping and airfreight documentation
• Proficiency in a second language for assisting international travelers
• Strong conflict resolution and problem-solving abilities

Physical Requirements/Working Conditions

• Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs
• Frequent standing, walking, and moving throughout the airport terminal or warehouse
• Ability to bend, kneel, stoop, and climb stairs as needed to assist passengers and handle luggage
• Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow
• Manual dexterity required for handling documents, operating computers, and using two-way radios
• Ability to remain on your feet for extended periods (up to 8 hours or more during shifts)
• Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance
• Capacity to work in confined spaces, such as baggage handling areas or aircraft cabins
• Ability to work in a noisy environment, such as near aircraft engines and ground support equipment
• Want your pay in advance? Access your pay when you need it through DailyPay app!
• Flight benefits!!! Paid training.
• Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care? Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life? Wellness Programs offered to all employees!
• Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.