Customer Service Agent

Summary/Objective

Provide various services such as wheelchair, security and porter services. Exhibiting exceptional customer

service and communication skills. Ensure the safety of property and people.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions.

1.  Agent must be in communication with the supervisor on duty at all times. Will review the daily manning

and assignment for the day.

2.  Provide wheelchair services (taking the wheelchair to assigned door and wait for passenger) ensuring

that all security procedures are met.  Agent will take passenger through customs and baggage claim to

the curb only. Agent will not take passenger past curb into parking lot. When finished, agent must call

supervisor and return wheelchair to its initial position.

3.  Provide security at different areas (only in the stations where the services are provided).

1.   Checkpoint- Greeting passengers as they form a line, check each passenger’s boarding pass,

ensuring that the correct cities appear, as well as checking for priority classes, time of flight, and

ensuring that the gate is correct. Agent must also check that each passenger is carrying the

appropriate amount of baggage per the airline. Agent must ensure that any airport employee

passing the checkpoint must show a valid ID.

2.  Security at bag room. Ensure that all bags coming from the belt has a valid sticker. Employee

will remove sticker and place it on the control sheet. The bags will then be place onto a cart (by

a contracted company, not the employee). Employees must ensure that all bags are accounted

for.

3.  Security at the assigned gate. Employee will enter the secure area of the jet bridge using their

employee ID and stand by the door of the airplane and constantly watch both doors to ensure

that no person without a valid airport ID enters the jet bridge or airplane. Employee will also

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count each cleaner and scan them with the security wand. Employee will fill out a form detailing

the cleaner count, arrival time of airplane and airplane pushback time.

4.  Security at the ramp for the assigned airline. Employee will receive baggage cart from bag

room, counting each bag as they are placed onto the airplane. Agent must ensure that there are

no questionable items placed onto the airplane, and that all bags are accounted for. Agents

must also ensure that no person (besides ramp workers) are allowed past the airplane

perimeter.

4.  Porters will stand behind the airline counter awaiting baggage. They will aid the passenger service

agent or airline employees in weighing the bags, adding a bag tag, and placing bags onto the baggage

belt. Will make sure no bags are left behind at the counter.

5.  Prevents losses and damage by reporting irregularities

Competencies

1.  Teamwork Orientation

2.  Stress Management

3.  Ethical Conduct

4.  Good Communication

5.  Customer Service

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates at an airport setting and/or outside weather conditions.

Physical Demands

This position is very active and requires stand or walk constantly (for up to an entire shift) on various surfaces

(tile, concrete, carpet). Requires bend/twist at waist/knees/neck, pulling and pushing to perform various duties.

The employee occasionally lift and/or move up to 70 pounds.

Position Type and Expected Hours of Work

This is a full-time or part-time position. Days and hours of work varied from Monday through Sunday, with

different shifts (service provided to customers is 24/7).

Travel

No travel is expected for this position.

Required Education and Experience

1.  High school diploma or GED.

Additional Eligibility Qualifications

1.  Must exhibit exceptional customer service and communication skills, both verbal and written

2.  As a condition of employment, employee must successfully complete a background investigation and a

post-offer/pre-employment drug/alcohol test

3.  Must be able to read, write and speak English and/or Spanish.

4.  Maintain a relationship with both employees and clients

5.  Must possess effective interpersonal skills with ability to deal with all levels of personnel and the

general public in a professional and effective manner; must be able to use initiative and independent

judgment within established guidelines

6.  Must be able to read and understand all operating and airport procedures and instructions.

7.  Must be able to handle pressure of working with high volume general public (constantly to occasionally

depending on assignment)

Security Clearance (if applicable)

Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties

or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may

change at any time with or without notice.