Customer Service Agent

Summary/Objective:
Provide various services such as wheelchair, security, and porter services. Exhibit exceptional customer service and communication skills. Ensure the safety of property and people.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Agent must be in communication with the supervisor on duty at all times and review the daily manning and assignment for the day.
• Provide wheelchair services: take the wheelchair to the assigned door and wait for the passenger, ensuring all security procedures are met. The agent will escort passengers through customs and baggage claim to the curb only, and will not take passengers past the curb into the parking lot. When finished, the agent must call the supervisor and return the wheelchair to its initial position.
• Provide security at different areas (only in the stations where the services are provided). Checkpoint: greet passengers as they form a line, verify each passenger’s boarding pass, confirm the correct city, priority class, flight time, and ensure the gate is correct. Verify baggage volume per airline and check that any airport employee passing the checkpoint presents a valid .
• Security at the bag room: ensure all bags from the belt have a valid sticker; the employee removes the sticker and places it on the control sheet. Bags are then placed onto a cart by a contracted company. Employees must ensure all bags are accounted for.
• Security at the assigned gate: employee enters the secure area of the jet bridge using their employee , stands by the airplane door, and constantly watches both gates to ensure no person without a valid airport s the jet bridge or airplane. Employee fills out a form detailing the cleaner count, arrival time of the airplane, and airplane pushback time.
• Security at the ramp for the assigned airline: employee receives the baggage cart from the bag room, counts each bag as they are placed onto the airplane, ensures no questionable items are placed onto the airplane, and that all bags are accounted for. Employees must also ensure that no person (besides ramp workers) is allowed past the airplane perimeter.
• Porters stand behind the airline counter awaiting baggage, aid the passenger service agent or airline employees in weighing the bags, adding a bag tag, and placing bags onto the baggage belt. They will ensure no bags are left behind at the counter.
• Prevents losses and damage by reporting irregularities.

• Teamwork Orientation
• Stress Management
• Ethical Conduct
• Good Communication
• Customer Service

This position has no supervisory responsibilities.

This job operates in an airport setting and/or outside weather conditions.

Active duties requiring standing or walking constantly for up to an entire shift on various surfaces (tile, concrete, carpet). Requires bending, twisting at waist/knees/neck, pulling and pushing. Occasional lifting or moving up to 70 pounds.

Full-time or part-time. Days and hours of work vary from Monday through Sunday, with different shifts (service provided 24/7).

No travel is expected for this position.

• High school diploma or GED.

• Must exhibit exceptional customer service and communication skills, both verbal and written.
• As a condition of employment, employee must successfully complete a background investigation and a post–offer/pre–employment drug/alcohol test.
• Must be able to read, write and speak English and/or Spanish.
• Maintain a relationship with both employees and clients.
• Must possess effective interpersonal skills and the ability to deal with all levels of personnel and the general public in a professional and effective manner. Must use initiative and independent judgment within established guidelines.
• Must be able to read and understand all operating and airport procedures and instructions.
• Must be able to handle the pressure of working with high volume of general public, from constantly to occasionally.

Must be eligible for CBP seal and pass the criminal background check to obtain the airport .

Other duties may be assigned as required and may change at any time with or without notice. The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.