Airline Lead Customer Service Agent

3 weeks ago

Mesa, United States Worldwide Flight Services, Inc. Full time
About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Job Summary

The Lead Agent Passenger Services is responsible for aspects of the Agent Passenger Services position (as described below) as well as the following:  The management of the overall performance of the crew, the timely and satisfactory completion of work assignments in accordance with Company policy.  Duties may also include the demonstration of proper work methods, conducting of on-the-job training, conducting of crew meetings and instruction of employees in new or revised operational procedures, apportioning and scheduling assigned work, observing and analyzing the methods used and the results achieved, bring problems to the attention of management and assist management in the utilization of tools, equipment, and materials. Comply with WFS site security procedures for assigned warehouse and other operations. Remain cognizant of WFS staff, security contractors, and visitors’ activities and report security breaches, suspicious occurrences, or non-compliance with the site security plan to managers or via the WFS whistleblower program.  Leads will not have the authority to administer discipline or discharge.

Salary: $18.00/hr

Responsibilities

RESPONSIBILITIES

  • An Agent Passenger Service performs all aspects of airport and passenger service functions including: making reservations, preparation and issuance of tickets and itineraries, computation of fares, issuance of refunds, checking baggage, collection of excess baggage charges, providing passengers with general travel information; meets aircraft at gate or loading area, performs duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, checks passenger ticket for validity and lifts appropriate coupon, completes all necessary arrangements for accommodating passengers holding reservations, standbys and their luggage, determines flight close-out time and prepares, completes and checks various flight forms for accuracy, invalidates tickets and completes post-departure procedures; performs lost and found activities, initiates tracing procedures for lost passenger articles, keeps owner informed of progress of search and returns found articles to customer, processes claims for damaged or lost baggage and personal articles and makes on-the-spot settlement of minor claims, forwards reports on larger claims to proper Company personnel, prepares and maintains required records and reports of lost and found activities; receives airfreight shipments, establishes acceptability, determines routing, classifies, computes rates and other tariff charges and collects payments, prepares routing data, carrier releases, transfer manifest drayage documents and various domestic and international forms, maintains inventory and records of shipments accepted, warehoused, dispatched and delivered to customers; and other duties and functions related to the foregoing as directed by management.
  • Hear and respond to customers.
  • Ability to speak and be understood in giving directions/information to passengers.
  • Must be willing to wear uniform and insignia as prescribed by the Company.
  • Personal appearance and grooming that will present a favorable corporate image.  
  • Tolerate and answer repetitious questions from customers in a friendly, outgoing manner.  
  • Must be willing to wear uniform and insignia as prescribed by the Company.
  • Personal appearance and grooming that will present a favorable corporate image
  • Reports to work on a regular and timely basis.
Minimum Requirements
  • HS Diploma, GED or Equivalent.
  • Previous operational experience required, preferably Passenger Service.
  • Demonstrates qualities of leadership, initiative, and judgment.
  • Ability to work weekends (i.e., Friday, Saturday, Sunday), holidays, and days off.
Preferred Skills
  • Ability to count money.
  • Ability to judge distance.
  • Excellent interpersonal and communication skills required.
  • Must have ability to work under pressure.
  • Must be able to read, write, speak and understand the English language.
Physical Requirements/Working Conditions
  • Must be able to lift up to 70 pounds (31.9 kg).
  • Ability to stand and walk for an eight-hour shift.
  • Twist, turn, stoop, bend, reach, and grip while checking baggage throughout an eight-hour shift.
Perks & Benefits
  • Want your pay in advance?  Access your pay when you need it through DailyPay app
  • Are you a top performer who thrives on recognition?  On the spot awards offered through the Awardco Platform including gift cards and more
  • Need quality medical care?   Multiple options for both full and part-time employees
  • Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More
  • Looking to stay healthy and improve your life?  Wellness Programs offered to all employees
  • Want to invest in your future?  401k program offered with company match
  • Looking to grow and have a career with us?  Opportunity for Internal Mobility and transfers available

 

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.

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