Passenger Services Agent - PT (46360)

Deliver exceptional customer service to passengers by providing accurate information, assistance with wheelchair support, baggage handling, and coordination of ground transportation.

Essential Functions

• Assist customers with luggage requiring lifting; push and pull passengers in wheelchairs without assistance.  Assist and transport passengers in wheelchairs between curbside, ticket counters, departure gates, baggage claim, and personal vehicles; safely maneuver customers & carryon baggage weighing up to 250 pounds on inclines without assistance.
• Assist with passenger luggage between curbside, ticket counters, departure gates, baggage claim, and personal vehicles.  Lift and/or move luggage up to 50 pounds and occasionally up to 99 pounds with assistance
• Provide accurate and courteous information regarding airport facilities, airline flight information, airport parking shuttle, ground transportation, hotel, concessions, and airport programs.
• Promptly report any accidents, injuries, or unsafe conditions to management.
• Ensure all passenger support equipment, including wheelchairs, luggage carts, and battery chargers are clean, sanitized, operational, and properly maintained.
• Retrieve and reposition wheelchairs and baggage carts in designated areas as needed.
• During winter months, assist customers with disabilities by helping clear snow from vehicles parked in designated accessible parking spaces.
• Adhere to all safety, security, and company policies.

Additional Responsibilities

• Deliver proactive customer service by anticipating passenger needs and providing welcoming experience with professionalism, patience, and a people-first attitude.
• Cheerfully interact in all modes of communication: face to face, two-way radio, telephone, and email.
• Maintain a strong teamwork approach by collaborating with coworkers and airport stakeholders to ensure efficient and positive passenger experiences.
• Must be able to report during emergency situations as necessary.
• Must be able to report to work during all weather conditions.
• Perform other duties as assigned.

Qualifications

• High School Diploma or general equivalency diploma (GED).
• Customer Service experience preferred.
• PC skills include Word, Excel, Outlook and other applicable computer programs.
• Acceptable written, oral, and interpersonal skills.

Must Have

• Must be at least 18 years old.
• Must wear provided uniforms (uniforms must be clean and presentable) and personal protective equipment.
• Must be available to work split shifts, nights, weekends and holidays when required.
• Successfully pass continual training, security, and employment requirements.
• Must possess acceptable English language skills to include speaking, reading, writing and comprehension.
• Ability to regularly sit, stand, walk, reach with hands and arms, climb, balance; stoop, kneel and crouch or crawl.
• Must be able to use hands and fingers to type, handle bags, boxes, objects or controls.
• Ability to lift and/or move up to 50 pounds and occasionally lift to 99 pounds with assistance.
• Vision abilities include, with or without corrective lenses, close, distance, color and peripheral vision, depth perception and the ability to adjust focus.
• Sufficient auditory ability, with or without audiological devices, to decipher telephone/radio communications, interact with the public and others, and hear alarms, including vehicle and other warning signals.
• Able to tolerate exposure to noise levels up to 100 decibels requiring mandatory hearing protection.
• Able and willing to work in inclement weather, including extreme cold and warm temperatures.