HRO Airport - PT Customer Service Agent

Overview

At Surf Air Mobility, we’re transforming air mobility. As innovators in aviation, we are at the forefront of creating a more efficient and accessible flying experience. With our commitment to a customer-first approach, advanced software solutions, and electrification, we’re pioneering new ways for people to travel, making flying not only faster but more enjoyable. Our passionate team thrives in a collaborative environment where innovation and hard work go hand in hand.

Airport Customer Service Agent – customer service & ramp

Customer Service

Station Manager

Non-Exempt

The Airport Customer Service Agent is our primary representative in our airport stations. The position is responsible for handling all customer service activities, including greeting and checking in passengers, handling luggage, booking/re-booking flights, and assisting with passenger loading/unloading. It is also responsible for all ramp duties in our smaller stations.

• Ensuring FAA, Airline and airport regulations are followed
• Enforcing safety/security measures and protecting sensitive zones
• Creating and modifying reservations
• Checking in passengers; safely loading and unloading passengers
• Handling luggage weights of up to 70 lbs. and monitoring luggage for size, quantity and weight
• Reviewing baggage tags for accuracy
• Providing information on arrival and departure times, boarding procedures, carry‑on regulations and seating arrangements
• Making announcements over a public address system
• Processing credit card payments
• Directing aircraft parking and dispatch on the ramp
• After training, towing aircraft to proper parking positions on the ramp
• Maintaining work area and mechanical equipment in proper order
• Great customer service attitude and a willingness to “find a way” as opposed to “I can’t,” where applicable.
• Any other duties as assigned

This position does not directly supervise others

• Excellent written and verbal communication skills
• Able to read, write and speak English effectively
• Able to maintain eye contact when speaking with customers
• Professional in appearance and manner
• Ability to learn, understand and communicate the terms of the company’s Contract of Carriage
• Courteous in all interactions
• Able to interact effectively with passengers, co‑workers and management
• Ability to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations
• Ability to diffuse stressful situations
• Detail‑oriented and self‑motivated

• High school diploma or equivalent

• Valid driver’s license and reliable transportation
• Computer skills – ability to learn reservation and phone systems, proficient with a PC
• Basic math abilities
  
  Ability to work within a 24/7 operation including holidays
• Ability to pass 10‑year background check and pre‑employment drug screen
• At least 21 years of age
• Authorized to work in the U.S. per the Immigration Act of 1986

• Prefer at least 1 year of prior customer service experience

• Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.
• Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.
• Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

• Must be able to lift 70 pound suitcase from the floor to 18 inches and carry 70 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…