Passenger Service Agent

4w1 month ago

Alliance Ground International

Brownsville, US · Part-time · $25,000 – $33,000

About this role

From check-in and bag drop to boarding gates and arrivals, as a Passenger Service Agent you’ll ensure traveling customers are kept well-informed and in the right place at the right time. Following safety, security, and airline-specific procedures, you’ll put customer needs at the heart of everything our AGI Passenger Service Agents do.

In this customer-facing role, you will handle interactions professionally at the ticket counter and gate, assist with reservations and ticketing, and manage baggage checking and lost-and-found activities. You’ll answer inquiries about flight schedules and fares, meet aircraft at the gate, and perform duties in departure lounges or at boarding gates during enplaning and deplaning.

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies, providing services to 100+ airlines in 61 airports across the U.S. and Canada. Our team of over 12,000 members supports over 1.5 billion kilos and over 400,000 departures annually, committed to high-quality service and outstanding safety.

As a Passenger Service Agent, you will have the opportunity to grow your career within a thriving organization that values your contributions. Let your career take off with AGI as you provide first-class service to every traveler you encounter.

Requirements

Friendly, outgoing personality with a focus on outstanding customer service.
Ability to follow safety, security, and airline-specific procedures diligently.
Strong customer service orientation and ability to put customers’ needs first.
Effective communication skills to interact professionally with travelers and team members.
Ability to work in a fast-paced airport environment and handle multiple tasks simultaneously.
Flexibility to work various shifts, including weekends and holidays, as needed.
Basic computer proficiency for ticketing, reservations, and record-keeping tasks.

Responsibilities

Provide exceptional customer service per AGI and airline-specific standards to ensure customer satisfaction at every step of the journey.
Handle customer interactions efficiently, effectively, and professionally 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, and initiate tracing procedures for lost baggage.
Knowledgeably answer inquiries regarding flight schedules, fares, and other questions, providing passengers with general travel information.
Meet aircraft at gate or loading area, perform duties in departure lounges or at boarding gates when enplaning and deplaning passengers, and check passenger tickets and documents for validity.
Determine flight close-out time, prepare and complete various flight forms for accuracy, and complete post-departure procedures.
Follow procedures for passengers with regards to the acceptance of Dangerous Goods and ensure safety and security is never compromised.

Benefits

Opportunity to work with one of the largest independently owned ground handling companies, serving 100+ airlines.
Be part of a team supporting over 12,000 team members and over 400,000 departures annually.
Career development and growth opportunities within a growing organization.