Airline Customer Service Agent (Part Time)
MOBILE AIRPORT AUTHORITY
JOB CLASS SPECIFICATION
Date Approved: 02/15
JOB TITLE: Airline Customer Service Agent
REPORTS TO: Airline Services Specialist/Station Supervisor
FLSA STATUS: Part-Time
As a member of our above wing crew, you will be essential in demonstrating that commitment to our customers by making their travel experience as smooth and pleasant as possible. With being the face of the of the air carrier, an Airline Customer Service Agent number one focus is to provide a high level of excellent customer service while ensuring passengers safe departure. You will play a vital role in maintaining the well-being, safety, security and comfort of our passengers until they on board the aircraft, while holding the responsibility of selling tickets, checking in baggage, making announcements, moving portable boarding stairs, preparing passengers and cargo, and performing other necessary services.
The ticketing process includes but is not limited to: verifying FAA approved identification/documentation required for traveling, check-in passengers and luggage, ticket sales, reissue tickets when necessary, ticket and bag tag printing, properly tag bags, book future or same day reservations, assist customers with delayed, damaged or misplaced baggage issues, run credit card reports for your daily transactions, assist passengers with everything they inquire, comply with all security procedures, etc.
When working an assigned gate, your responsibilities include but are not limited to: meeting arriving flights, operate jet-bridge/walk way, prepare all passengers for boarding, keep everyone in the area updated by making all the required announcements in a projected professional tone with clear pronunciation on our PA system, adhere to all ‘limited mobility’ passenger’s needs, oversee all unaccompanied minors, board aircraft in a timely fashion, avoid any cause of delays, comply with all company policies, regulations and security procedures, etc.
Collect and distribute appropriate flight paperwork, to include: Cargo Load Report, Weight and Balance Form, and Captain’s signature on dispatch paperwork.
MATERIALS AND EQUIPMENT USED
Computer, PA System, copier, office machines.
Knowledge, Abilities and Skills
With working the front lines at the airport, you must be able to maintain a professional appearance and comply with uniform standards while in public view. Agent must be reliable, punctual and a representative of the company at ALL times. Must be a team player with excellent written and verbal communication skills with the ability to multi-task and resolve conflicts within time constraints without losing control. Possess a strong customer focus and enjoy face to face contact with customers. Promote an effective, responsive, and value-based organizational culture. Promote the values of MAA through example and accountability. Ability to establish and maintain effective and professional working relationships with those contacted in the course of work. Excellent customer service skills are REQUIRED.
Must be able to work a flexible schedule including days, nights and weekends, with the possibility f working extended hours.
Minimum Training and Experience
High school diploma or GED equivalent required. A minimum of three (3) years of customer service and safety awareness experience required, preferably in the Aviation industry.
Generally, works in an airport facility; must adapt to a flexible environment.
Must be able to work in a high pressure environment. MUST be able to pass a post offer pre-employment drug test and physical agility test. Must be able to carry 100-pound suitcase from the floor to 18 inches and carry 100-pound suitcase in front of you with both hands for a distance of up to 25 feet. Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time. Must have sufficient vision and ability to safely perform the essential functions of the position.