Passenger Services Agent

Role Summary

Passenger Service Agents (PSA) work in a fast-paced environment performing customer service functions and supporting flight operations to facilitate safe and smooth daily operations. This role is responsible for providing excellent customer service by identifying and addressing customer needs, assisting guests with reservations, checking baggage, boarding flights, housekeeping, welcoming/serving inbound customers, and other tasks relating to cargo transport support. PSA’s must have a customer-centric mindset and be able to handle inquiries, transactions, deadlines, and customer concerns with empathy and willingness to help while maintaining a positive and professional attitude even in challenging situations to foster a positive business relationships with our community and customer demographic.

Compensation Starting at $21.00 p/hr
ScheduleM-F 6:00AM-2:30PM
Employment Type Regular Full-Time
FLSA Status Non-Exempt

Essential Functions

• Ensure high-quality and consistent customer satisfaction by delivering courteous and knowledgeable service at the passenger service desk, over the phone, and in written communications.
• Responsible for the procedures involved in opening and closing the passenger lobby at the start and end of daily service, which includes but is not limited to preparing the lobby area before the first guest check-in and ensuring it is ready for the following day at the end of the shift.
• Learn, understand, and accurately facilitate all functions of TakeFlite (airline software program).
• Accurately process freight airway bills and passenger tickets via TakeFlite. Conduct research on airway bills or passenger tickets as required for accounting or customer purposes.
• Ensure the cash drawer is properly managed and accurately finalize and submit the Daily Sales Report (DSR) verifications, which include copies of checks and deposit slips.
• Maintain regular communication with village agents through phone calls, emails, and recorded messages about flight status.
• Reserve seats for passengers and provide customers with instructions for cargo processing.
• Collaborate with the Cargo department to provide updates on flight and load status.
• Collaborate with the Sales and Operations teams to create and distribute customer charter quote details to the Director of Operations/Chief Pilot.
• Review the weekly mail comparisons and summaries for the agent and prepare a weekly mail report for the accounting department.
• Conduct a monthly audit of Accounts Payable weight verification for each location.
• Ensure prompt collection of accounts through both phone calls and written communication, and review overdue accounts indicated on the report provided by Accounts Receivable to take appropriate action.
• Continuously review and revise the workplace instructions for PSA as needed to reflect any changes in processes.
• Perform training to new employees or other staff members as required.
• Regularly maintain cleanliness in the lobby by vacuuming daily, ensuring the coffee station is stocked and spotless, and have fresh coffee brewed for guests.
• Become cross-trained in Cargo CSA Activities to support the Cargo office as needed.
• Support the Director of Operations, Chief Pilot, or Passenger and Service Supervisor with any additional administrative tasks that they may assign.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or She will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

Required

• Valid Driver’s License

Benefits Packet Includes

• Group Medical/Vision/Dental/Life Insurance Coverage
• 401k Retirement Match Savings Plan
• Paid Holidays
• Floating Holiday
• Paid Time Off
• Jury Duty Pay
• Employee Discounts
• Employee Assistance Program

Equal Employment Opportunity

We are proud to be an Equal Employment Opportunity and Affirmative Action employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, genetic information, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. If you would like to view a copy of our affirmative action plans, please contact us.