HNL Airport- FT Customer Service Agent

At Surf Air Mobility, we're transforming air mobility. As innovators in aviation, we are at the forefront of creating a more efficient and accessible flying experience. With our commitment to a customer-first approach, advanced software solutions, and electrification, we're pioneering new ways for people to travel, making flying not only faster but more enjoyable. Our passionate team thrives in a collaborative environment where innovation and hard work go hand in hand. 

Help us shape the future of aviation while working with cutting-edge technologies that are changing the lives of our passengers.

JOB TITLE: Airport Customer Service Agent – customer service & ramp
DEPARTMENT: Customer Service
LOCATION: Honolulu, HI
REPORTS TO: Station Manager
FLSA STATUS: Non-Exempt

POSITION SUMMARY:
The Airport Customer Service Agent (Ramp) is our primary representative at our airport stations. Their primary responsibilities include all ramp duties; However, the incumbent will be cross-trained to perform customer service activities, including greeting and checking in passengers, handling luggage, booking/re-booking flights, and assisting with passenger loading/unloading.

KEY RESPONSIBILITIES

• Ensuring FAA, Airline and airport regulations are followed
• Enforcing safety/security measures and protecting sensitive zones
• Creating and modifying reservations
• Checking in passengers; safely loading and unloading passengers
• Handling luggage weights of up to 70 lbs and monitoring luggage for size, quantity and weight
• Reviewing baggage tags for accuracy
• Providing information on arrival and departure times, boarding procedures, carry-on regulations and seating arrangements
• Making announcements over a public address system
• Processing credit card payments
• Directing aircraft parking and dispatch on the ramp
• After training, towing aircraft to proper parking positions on the ramp
• Maintaining work area and mechanical equipment in proper order
• Any other duties assigned.

JOBS THIS POSITION DIRECTLY SUPERVISES:
This position does not directly supervise others

Requirements

Knowledge, Skills & Abilities:

• Excellent written and verbal communication skills
• Able to read, write and speak English effectively
• Able to maintain eye contact when speaking with customers
• Professional in appearance and manner
• Ability to learn, understand and communicate the terms of the company's Contract of Carriage
• Courteous in all interactions
• Able to interact effectively with passengers, co-workers and management
• Ability to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations
• Ability to diffuse stressful situations
• Detail-oriented and self-motivated

Qualifications

Education:

• High school diploma or equivalent

Miscellaneous Requirements:

• Valid driver's license and reliable transportation
• Computer skills – ability to learn reservation and phone systems, proficient with a PC
• Basic math abilities
• Ability to work within a 24/7 operation including holidays
• Ability to pass 10-year background check and pre-employment drug screen
• At least 21 years of age
• Authorized to work in the U.S. per the Immigration Act of 1986

Work Experience:

• Prefer at least 1 year of prior customer service experience

Mental Requirements:

Level 2

Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.
Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.
Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical requirements:

• Must be able to lift 70 pound suitcase from the floor to 18 inches and carry 70 pound suitcase in front of you with both hands for a distance of up to 25 feet
• Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time
• Must be able to stand for extended periods of time
• Must be able to work in all weather conditions and in confined spaces
• Must have sufficient vision and ability to safely perform the essential functions of the position.
• Must be able to meet all physical requirements related to aircraft weight limitations before and during employment.
  
  Activity Approximate % of Time
  Sitting: 5
  Standing: 70
  Walking: 25
  100%
  
  Machines and Equipment Used:
  Machines, Equipment, Tools
  Approximate % of Time

Varied: 100%

Degree of Hand Eye Coordination Required:
Computer: Varies
Phone: Varies
Photocopier, fax machine: Varies

Approximate percentage of time incumbent spends in "on-the-job" travel, including commuting to regular work locations: less than 5%

Benefits: 

Competitive Salary: Attractive compensation package based on experience. 

Health & Wellness: After 30 days of employment on the 1st of the next month, you are eligible to sign up for medical, dental, and vision insurance, air ambulance coverage, short-term disability, pet insurance, health savings accounts, and company-paid life insurance. 

Retirement Plans: Employees can enroll in our company's 401(k) plan. 

Generous PTO: After completion of your probationary period, employees earn 1 day of PTO per month, plus paid holidays throughout the calendar year. 

Employee Discounts: After completion of your probationary period, you can access the My ID Travel program, which allows members of your immediate family to participate as well. This program provides travel privileges, including: 

• Flight tickets at significant discount, employee and family members can fly our planes (standby space available)
• Discounts on hotels and resorts
• Car rentals at reduced rates
• Discounted cruises

Southern Airways Corporation is an EEO/AAP employer and as such all qualified applications will receive consideration for employment without regard to their protected veteran status, race, color, religion, sex, sexual orientation, gender identity, or national origin - and will not be discriminated against on the basis of gender, race, or disability. 

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