Airport Customer Service Agent

Job Title: Airport Customer Service Agent

About the Role

As a Customer Service Agent, you are the first impression of a passenger's airport experience. This role involves checking in and ticketing passengers, escorting them to and from aircraft, and resolving customer complaints in a fast-paced environment with time constraints to meet published departure goals. A professional and positive image must be consistently displayed.

Key Responsibilities

• Greet and assist all customers promptly, friendly, and courteously over the phone and in person.
• Announce both incoming and outbound flights.
• Handle credit card and personal check transactions with accuracy, accounting for all collections and conducting airline close-out procedures.
• Accept and process checked baggage weighing up to 100 lbs.
• Operate jetways for aircraft arrival, and handle aircraft doors (lifting, opening, closing, securing).
• Use airline computer systems to provide flight information, ticketing, boarding documents, lost/damaged baggage documentation, and cargo tracking.
• Stand and work in one location for up to four hours at a time.
• Escort unaccompanied minors and disabled passengers throughout the airport.
• Work independently without direct supervision.

Requirements & Tech Stack

• High school diploma, GED, or equivalent work experience.
• Entry-level computer skills.
• Airline computer systems (for flight information, ticketing, baggage, cargo).
• Ability to stand for long periods of time.
• Ability to lift bags or items weighing between 50 and 70 pounds.

Qualifications

• Must be at least 18 years of age.
• High degree of attention to detail.
• Ability to read, speak, and understand the English language.
• Good communication skills and a friendly, outgoing personality.
• Must be able to work nights, weekends, and holidays.
• Pass an extensive post-offer pre-employment background check, including fingerprinting and a criminal history record check required by federal law.