Customer Service Agent

Summary/Objective

Provide various services such as wheelchair, security and porter services. Exhibiting exceptional customer service and communication skills. Ensure the safety of property and people.

• 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, wait for passenger, ensure all security procedures are met, take passenger through customs and baggage claim to the curb only, never past the curb into the parking lot, then call supervisor and return wheelchair to its initial position.
• Provide security at different areas (only in the stations where the services are provided).
• Checkpoint – greet passengers forming a line, check each passenger’s boarding pass ensuring the correct city, priority class, flight time, and gate; check that each passenger carries the appropriate amount of baggage per the airline; ensure any airport employee passing the checkpoint shows a valid .
• Security at bag room – ensure all bags from the belt have a valid sticker, remove the sticker and place it on the control sheet, and ensure all bags are accounted for.
• Security at the assigned gate – enter the secure area of the jet bridge with employee , stand by the airplane door and constantly watch both doors to ensure no person without a valid airport s the jet bridge or airplane; count each cleaner and scan them with the security wand; fill out a form detailing the cleaner count, arrival time of airplane and airplane pushback time.
• Security at the ramp for the assigned airline – receive baggage cart from bag room, count each bag as they are placed onto the airplane, ensure no questionable items are placed onto the airplane and that all bags are accounted for, and ensure no person (besides ramp workers) is allowed past the airplane perimeter.
• Porters will 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, and ensure no bags are left behind at the counter.
• Prevent 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 at an airport setting and/or outside weather conditions.

This position is very active and requires 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 to perform various duties. The employee occasionally lifts and/or moves up to 70 pounds.

This is a full-time or part-time position. Days and hours of work vary from Monday through Sunday, with different shifts (service provided to customers is 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 with ability to deal with all levels of personnel and the general public in a professional and effective manner; must be able to 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 pressure of working with high volume general public (constantly to occasionally depending on assignment).

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

Please note this 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. Duties, responsibilities and activities may change at any time with or without notice.