OGG Airport - Customer Service Agent

Overview

Surf Air Mobility is building a world where air travel is the most sustainable, affordable, comfortable, quiet, and fastest way to travel any distance. We have brought all of the pieces together in order to accelerate the next great revolution in aviation: electric flight. By unlocking affordable, more sustainable, personalized air transportation for everyone, Surf Air Mobility promises to bring aviation into the modern age.

JOB TITLE: Airport Customer Service Agent – customer service & ramp
DEPARTMENT: Customer Service
REPORTS TO: Station Manager
FLSA STATUS: 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.

• 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
• Calculating Weight/Balance and assigning seats in the plane accordingly
• 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 additional 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

• 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

• Education: 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 18 years of age
• Authorized to work in the United States

• Prefer at least 1 year of prior customer service experience

Level 2 – Requires high periods of concentration intermittently and normal attention. Level 1 – Requires some concentration and normal attention. Level 3 – Requires a high level of concentration and high level of attention intermittently.

• 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 to perform repetitive tasks and motions, including bending, squatting, kneeling, crawling, twisting and sustaining those positions
• Must be able to stand for extended periods
• Must be able to work in all weather conditions and in confined spaces
• Must have sufficient vision to safely perform the essential functions

Activity Approximate % of Time:
Sitting 5%, Standing 70%, Walking 25% (100%). Machines and Equipment Used:
Varied (100%). Degree of Hand Eye Coordination

Required:

Computer Varies;
Phone Varies;
Photocopier, fax machine Varies. Approximate travel: less than 5%

• Competitive Salary:
  Attractive compensation package based on experience.
• Health & Wellness:
  Comprehensive medical, dental,…