Passenger Service Supervisor

As a Passenger Service Supervisor, you will ensure our traveling customers are kept well-informed and are in the right place at the right time, following safety, security, and airline-specific procedures. This is a customer-facing role with a goal to providing first-class customer service to each traveler we encounter.

Requirements

• Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
• Make recommendations to management on staffing decisions, including hiring, discipline and termination.
• Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
• Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Handle customer interaction with class in an efficient, effective, and professional manner 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, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.
• Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers’ reservations, standbys, and their luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.

Benefits

• paid vacation
• medical / dental / vision
• company-paid employee assistance program
• voluntary life insurance
• travel discounts on car rentals, hotels, and cruises
• 401(k) program
• free uniforms
• free on-the-job training