Customer Service Agent PT PGA
Great Lakes Airlines - Page, AZ

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Accountable to: Station Manager

Position Summary: Implements daily operation of station activity while providing excellent customer service focusing on safety and efficiency. Performs all duties in compliance with company policies/procedure and FAA/TSA regulations.

Areas of Accountability/Essential Functions:
  • Performs all duties in accordance with company policies and procedures, including the Standard Operation Manual (SOM); complies with all applicable Federal Aviation Administration (FAA) and Department of Transportation (DOT) regulations
  • Represents Great Lakes Airlines in a professional manner at all times; reports to work in Company-approved uniform
  • Interacts professionally with passengers, coworkers, and the public
  • Communicates pertinent information to passengers, supervisors, managers, and other outstations/Hubs with a need-to-know in a timely manner
  • Completes ticketing functions (boarding passes, Flight Interruption Manifest (FIM), Special Travel Order (STO), re-board coupons, two-flight revenue tickets, two-flight non-revenue tickets, etc.); inputs, reviews, and verifies information in the Company’s reservations systems; Closes flights by completing required paperwork
  • Audits passenger name list and compares with TSA No-Fly and Do-not-board lists; ensures that all passengers are cleared through Secure Flight
  • Plans and performs denied boarding according Company policy/procedures
  • Communicates professionally with others in the department using Company-owned radio equipment; makes approved announcements using the Airport’s Public Address system
  • Assists unaccompanied minors and passengers with special needs; including, but not limited to, pushing wheelchairs as required
  • Performs Ground Security Coordinator (GSC) duties (as assigned)
  • Maintains a clean and organized work environment; assists with aircraft cleaning, including lavatories as required
  • Handles passenger baggage, including, but not limited to: transfers to aircraft, loading/un-loading aircraft, locating/reporting lost baggage
  • Handles Cargo and Company mail (COMAT), including, but not limited to: transfers to aircraft, loading/un-loading aircraft
  • Ensures safety of passengers walking on the ramp to/from aircraft
  • Operates ground equipment including: tugs, golf carts, passenger transportation van/bus, and other Company-owned ramp vehicles
  • Responds to passenger questions/complaints as necessary
  • Performs de-icing functions (as assigned) during applicable weather conditions
  • Follows direction given by Company Management and Supervisors; assists in all areas as assigned

Qualifications/Requirements:

Knowledge/Skill/Ability:
  • Ability to work under pressure and meet deadlines and handle/resolve conflict and problems as they arise
  • Ability to work independently and as a team
  • Ability to communicate in a professional manner
  • Ability to complete all job functions and assignments with little or no direct supervision
  • Ability to clearly hear and communicate using phones, radios (may require wearing an earpiece), and PA systems
  • Ability to demonstrate proficiency in all reservation systems used by Great Lakes Airlines
  • Basic computer skills
Education/Training/Experience:
  • High School Diploma or equivalent
  • Must be able to speak, read, write, and understand English
  • Previous customer service experience preferred; previous Airline experience a plus
Working Conditions/Physical Requirements:
  • Working indoors and outdoors in all types of weather,
  • Occasional to Frequent Lifting of baggage weighing up to 100lbs with or without assistance
  • Standing for up to 4 hours at a time
  • Frequent bending, reaching, climbing stairs, kneeling/crouching, twisting, walking, pushing, and pulling; holding open doors weighing up to 75lbs
  • Frequent writing, reading, typing, and use of standard office equipment
  • Occasional pushing of people in a wheelchair weighing up to 200lbs or more with or without assistance
  • Moderate to high noise levels; may require use of hearing protection equipment
  • Must be able and willing to climb and work at heights up to 25 ft/may be exposed to chemicals
  • Occasional contact with/handling of animals; occasional contact with/handling of passenger weapons checked as baggage approved by TSA
Other Requirements:
  • At least 18 years of age
  • Valid Drivers License
  • Legally authorized to work in the U.S.
  • Occasional travel required
  • May be required to work nights, holidays, and weekends; any shift/schedule as assigned
Required Skills Strong computer skills, good customer service skills, must be able to work under pressure, multi-tasker, must be able to lift 50 lbs, able to work outside as well.

Required Experience computer skills, phone skills, customer service skills, very organized, able take to direction, team player. Prefer Aviation Experience but not required.

About this company
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What makes Great Lakes Airlines such a Great Place to work? Great Lakes Airlines offers a competitive salary and benefits package,...