Customer Service Agent PT (HON)
Great Lakes Airlines - Huron, SD

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Position: Customer Service Agent-Outstation

Location: As Assigned

Department: Customer Service

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



· 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


· 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