Key Responsibilities
- Promptly handle all passenger service complaints with a focus on positive resolution
- Responsible for staff scheduling, leadership development and employee accountability
- Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, and airport announcements and checking for proper international documentation
- Assist customers with special needs and unaccompanied minors
- When operating jet ways, CSSs will be required to work at unprotected heights of over 15 feet and be responsible for open/closing aircraft doors
- Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags
- Ensure the safe and secure operations, in accordance with the highest possible standards of health, safety, security and all government statutory requirements
- Required to attend the mandatory training imposed by the Company and Airlines as per job role
- Perform as a mentor to other employees
- Provide training to employees in accordance with Company and Airline standards
- Conduct shift briefings to ensure staff is organized and well informed
- Perform other duties as assigned
Qualifications
- Must be at least 18 years of age
- Must pass pre-employment drug screen
- Ability to proficiently read, write and speak English
- Excellent communication skills
- Must have a positive, can-do, upbeat personality
- Able to remain calm under pressure
- Must excel in time management skills and require minimal supervision
- Able to stand for long periods of time at the ticket counter and gate check-in areas
- Must be comfortable lifting 70lbs
- Must pass FBI background check and obtain US Customs seal
- Must be available and flexible to work variable shifts including weekends and holidays
- Prior Customer Service experience strongly preferred
- Advanced Computer Skills Required
- Must have a High school diploma, GED or six months’ work experience as Passenger Service Agent
Knowledge, Skills and Abilities
- Ability to learn quickly
- Ability to understand and carry out oral and written instructions and request clarification when needed
- Strong interpersonal skills
- Ability to work as part of a team
- Ability to build relationships
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is primarily done indoors; however, the individual will be working near terminals with consistently open doors where harsh weather conditions could affect the indoor environment. The Passenger Service Agent team is provided a Menzies Aviation uniform including a long coat.
This individual will also work with customers throughout the airport and must maintain a positive attitude when representing our company and communicating with customers within the airport.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle or feel objects, tools or controls; reach with arms, climb or balance; and talk or hear.
Other tasks include lifting passenger bags up to 70lbs which could also involve bending and stooping. The employee must frequently lift and/or move up to 25lbs and occasionally lift and/or move up to 70lbs.
EEO Statement:
Menzies is an equal opportunity employer and makes employment decisions exclusively on the basis of merit. The Company prohibits unlawful discrimination based on race, color, creed, sex, religion, age, national origin or ancestry, citizenship, physical or mental disability, military or veteran status, marital status, medical condition, genetic information, sexual orientation, gender, gender expression or identity, or any other category protected by federal, state, or local law. All such discrimination is unlawful and all individuals employed by Menzies Aviation are prohibited from engaging in this type of conduct. The Company further will make all employment decisions, including but not limited to, recruitment, hiring, promotion, retention, compensation, training, discipline and termination of employment decisions without regard to any characteristic protected by federal, state or local law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).
