Passenger Service Supervisor

5 days ago

Newark, New Jersey, United States Alliance Ground International Full time
Job Description:

As a Passenger Service Supervisor at Alliance Ground International, you will play a critical role in ensuring our customers receive exceptional service and support throughout their travel journey. This is a customer-facing position that requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:
  • Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
  • Make recommendations to management on staffing decisions, including hiring, discipline, and termination.
  • Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
  • Provide exceptional customer service as per AGI and airline-specific standards to ensure customer satisfaction at every step of their journey.
  • Always ensure safety and security is never compromised.
  • Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.
  • Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges.
  • Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.
  • Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.
  • Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers' reservations, standbys, and their luggage.
  • Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
  • Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
  • Follow procedures for passengers with regards to the acceptance of Dangerous Goods.
Requirements:
  • Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.
  • You must be bi-lingual (English and Spanish).
  • If work location is in the United States, must have authorization to work in the United States. If work location is in Canada, must have authorization to work in Canada.
  • Must complete SIDA training to obtain airport authority identification security.
  • Preferred Qualifications - One+ year of relevant experience. Airline experience is preferred.
Benefits:
  • AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental/vision for full-time qualified employees.
  • AGI also provides free uniforms and free on-the-job training to all employees.
  • Additional benefits include company-matched 401(k) program, company-paid employee assistance program, and travel discounts.

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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