Agent Passenger Services

4 weeks ago

Horseheads, United States WFS Full time

Job Summary

As an Agent, Passenger Service, you will be responsible for providing a wide range of customer service functions related to airport and passenger operations. This includes assisting passengers with reservations, tickets, baggage handling, and general travel information. You will ensure smooth boarding, deplaning, and ticket validation, while also handling lost and found inquiries, baggage claims, and airfreight shipments. Additionally, you will help maintain compliance with security protocols and contribute to overall operational efficiency.

Responsibilities

Make reservations, issue tickets and itineraries, and compute fares for passengers. Handle baggage check-in, collect excess baggage charges, and provide general travel information. Assist passengers at boarding gates, including checking ticket validity and processing boarding procedures. Manage arrangements for passengers holding reservations, standby travelers, and their luggage. Determine flight close-out times and complete necessary flight documentation for accuracy. Handle post-departure procedures, including invalidating tickets and finalizing reports. Conduct lost and found activities, including tracing lost articles, updating passengers, and returning found items. Process claims for lost or damaged baggage, including on-the-spot settlements for minor claims and forwarding larger claims to appropriate personnel. Receive and process airfreight shipments, including determining routing, computing rates, and preparing documentation for domestic and international shipments. Maintain inventory records for airfreight shipments, ensuring accuracy in warehouse, dispatch, and delivery processes. Ensure compliance with site security protocols and report any breaches or suspicious activities to management or through the whistleblower program.

Minimum Requirements

High school diploma or GED equivalent At least 1 year of experience in customer service or related field Ability to work varied shifts, including weekends, holidays, and nights Strong verbal and written communication skills Ability to lift and handle baggage weighing up to 50 lbs Basic computer proficiency, including the ability to input data and use relevant software Familiarity with airport regulations and procedures Ability to pass background checks and comply with airport security requirements

Preferred Skills

Previous experience in an airport, airline, or logistics environment Knowledge of ticketing, reservations, and fare calculation systems Experience handling lost and found procedures or baggage claims Strong organizational skills and attention to detail Ability to multitask in a fast-paced, high-pressure environment Knowledge of international shipping and airfreight documentation Proficiency in a second language for assisting international travelers Strong conflict resolution and problem-solving abilities

Physical Requirements/Working Conditions

Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs Frequent standing, walking, and moving throughout the airport terminal or warehouse Ability to bend, kneel, stoop, and climb stairs as needed to assist passengers and handle luggage Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow Manual dexterity required for handling documents, operating computers, and using two-way radios Ability to remain on your feet for extended periods (up to 8 hours or more during shifts) Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance Capacity to work in confined spaces, such as baggage handling areas or aircraft cabins Ability to work in a noisy environment, such as near aircraft engines and ground support equipment

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

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