HNL Airport- Customer Service Agent

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Help us shape the future of aviation while working with cutting-edge technologies that are changing the lives of our passengers.

JOB TITLE: Airport Customer Service Agent – customer service & ramp
DEPARTMENT: Customer Service
LOCATION: Honolulu, HI
REPORTS TO: Station Manager
FLSA STATUS: Non-Exempt

POSITION SUMMARY:
The Airport Customer Service Agent (Ramp) is our primary representative at our airport stations. Their primary responsibilities include all ramp duties;
However, the incumbent will be cross-trained to perform customer service activities, including greeting and checking in passengers, handling luggage, booking/re-booking flights, and assisting with passenger loading/unloading.

KEY RESPONSIBILITIES

• 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
• Any other duties assigned.

JOBS THIS POSITION DIRECTLY SUPERVISES:
This position does not directly supervise others

Requirements

Knowledge, Skills & Abilities:

• 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

Qualifications

Education:

• High school diploma or equivalent

Miscellaneous Requirements:

• 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

Work Experience:

• Prefer at least 1 year of prior customer service experience

Mental Requirements:

Level 2

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.

Physical requirements:

• 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,…