Passenger Service Representative I Job Description Sample

Passenger Service Supervisor will have primary oversight of the fast paced airport customer service environment providing quality customer service, ticketing, check-in processing, luggage claim handling and service assistance to all traveling customers.

Primary accountabilities and duties:

• Comfortably and continuously move/lift customer luggage with up to 70lbs.

• Ensure accuracy of all weight and balance requirements.

• Promptly handle all customer 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, approximately 2-3 times per day and 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.

• Perform other duties as assigned.

Requirements• Must be at least 18 years of age.

• Must have high school diploma or equivalent.

• Must pass physical abilities and drug test.

• Must have a positive, can-do, upbeat personality.

• Must be able to speak, read and write in English proficiently.

• Must be available and flexible to work variable shifts including weekends and holidays.

• Must be able to stand for long periods of time at the ticket counter and gate check-in areas.

• Will be exposed to respiratory irritants (jet fumes)

• Must pass an FBI criminal background check and obtain a customs seal.

• Must successfully complete and pass the initial new hire classroom and on-the-job training.

• Must have strong verbal and written communication skills.

• Knowledge of computer software programs

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Envoy Air Inc. is a wholly owned subsidiary of the American Airlines Group. With more than 16,000 employees, Envoy is the largest provider of regional flight service to American Airlines. Flying under the American Eagle brand and livery, Envoy provides ground handling services for many American Airlines flights. The Company was founded in 1998 as American Eagle Airlines, Inc. and in 2014, changed its name to Envoy Air Inc. Envoy is headquartered within the Dallas metropolitan area in Irving, TX with large operations in Dallas/Fort Worth, Chicago, Miami, New York, and Los Angeles. At Envoy, we go beyond transporting people from one destination to another. Our goal for employees is to take you where you want to go - whether a short-term stay or a lifelong career. Are you ready for take-off?

Passenger Service Agents provide efficient, friendly service to all of our customers. Agents promote and sell air travel with American Eagle and American Airlines. Passenger Service Agents complete all necessary arrangements for accommodating passengers such as prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage, as well as collect excess baggage charges.

Passenger Service Agents escort passengers from the terminal to and from the aircraft ensuring a safe path at all times. Additionally, Passenger Service Agents complete all necessary arrangements for accommodating passengers with reservations, stand-bys, luggage, cabin availability and in-flight supplies. Determine flight close-out time, prepare, complete, and check various flight forms for accuracy.

Job Requirements

In this role the candidates must be able to perform all duties under sometimes stressful conditions beyond the employee's control while attempting to influence a favorable impression of American Eagle, American Airlines or any other contracted airline service provided by Envoy. Must be able to work with minimal supervision, report to work regularly and on-time, and be self-motivated. In this role the employee may be subject to engine fumes, vehicle emissions, dust, and engine noise. The agent is required to check baggage and parcels weighing up to 75 lbs. which involves carrying, bending, lifting, and turning. The agent is also required to meet arriving aircraft by standing to operate a mobile mechanical jet-bridge with a length of up to 110 ft. and weighing approximately 57,000 lbs. It is required that the agent can use depth perception and peripheral vision to extend and position jet-bridge observing all stationary and moving vehicles in the immediate area. Open and close aircraft cabin doors, without assistance, by pushing, pulling, reaching, bending and twisting.

Position Requirements

• Minimum age: 18

• High school diploma or GED equivalent

• Valid state driver's license may be required by some airport authorities

• Willing and able to work rotating shifts including nights, holidays, weekends, and days off

• Flexible to work additional hours with short notice when operationally necessary

• Possess the legal right to work in the United States

• Must be able to read, write, fluently speak, and understand the English language

Additional Position Details

• Tattoos, body piercings and/or tongue rings may not be visible while in company issued uniform at any time; tattoos cannot be covered with adhesive bandages or by other methods to render them not visible.

• The Company will pay fifty percent (50%) for the new hire employee's first basic uniform set and the employee will pay fifty percent (50%) unless prohibited by local or state law.

• Candidates must fulfill a fingerprint based criminal background check to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable.

• Candidates must be able to secure appropriate airport authority and/or US Customs security badges, in addition to clearing other airport related requirements, if applicable.

• This position may be subject to the Department of Transportation (DOT). Federal law requires Envoy to determine a candidate's history with the DOT drug and/or alcohol violation(s) or refusal(s) to test before hiring him/her into a safety-sensitive position.

Envoy Air is an Equal Opportunity Employer - Minorities/Women/Veterans/Disabled.

Travel
0 - 10%

An Agent Passenger Service performs all aspects of airport and passenger service functions including: making reservations, preparation and issuance of tickets and itineraries, computation of fares, issuance of refunds, checking baggage, collection of excess baggage charges, providing passengers with general travel information; meets aircraft at gate or loading area, performs duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, checks passenger ticket for validity and lifts appropriate coupon, completes all necessary arrangements for accommodating passengers holding reservations, standbys and their luggage, determines flight close-out time and prepares, completes and checks various flight forms for accuracy, invalidates tickets and completes post-departure procedures; performs lost and found activities, initiates tracing procedures for lost passenger articles, keeps owner informed of progress of search and returns found articles to customer, processes claims for damaged or lost baggage and personal articles and makes on-the-spot settlement of minor claims, forwards reports on larger claims to proper Company personnel, prepares and maintains required records and reports of lost and found activities; receives airfreight shipments, establishes acceptability, determines routing, classifies, computes rates and other tariff charges and collects payments, prepares routing data, carrier releases, transfer manifest drayage documents and various domestic and international forms, maintains inventory and records of shipments accepted, warehoused, dispatched and delivered to customers; and other duties and functions related to the foregoing as directed by management. Remain cognizant of WFS staff, security contractors, and visitors' activities and report security breaches, suspicious occurrences, or non-compliance with the site security plan to managers or via the WFS whistleblower program.

Required Skills

Twist, turn, stoop, bend, reach, and grip while checking baggage throughout an eight hour shift.

Ability to stand and walk for an eight hour shift.

Hear and respond to customers.

Ability to speak and be understood in giving directions/information to passengers.

Tolerate and answer repetitious questions from customers in a friendly, outgoing manner.

Ability to count money.

Ability to lift up to 70 pounds (31.9kg).

Ability to judge distance.

Must be willing to wear uniform and insignia as prescribed by the Company.

Personal appearance and grooming that will present a favorable corporate image.

Reports to work on a regular and timely basis.

Required Experience

High school diploma or equivalent preferred. Computer experience necessary.

Demonstrates qualities of leadership, initiative, and judgment. Excellent interpersonal and communication skills required. Must have ability to work under pressure.

Must be able to lift up to 70 pounds (31.9kg). Ability to work weekends (ie. Friday, Saturday, Sunday), holidays, and days off. Must be able to read, write, speak and understand the English language. May be necessary to speak other language(s), in addition to English, depending on customer contract.

MINIMUM 4 DAYS PER WEEK

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America's workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?

SUMMARY OF DUTIES:

Works a variety of hours within a 24/7 transportation environment. Assists the Conductor in the safe movement of trains by adhering to applicable operating rules/practices.

Assists the Conductor in the oversight of all on-train employees in service delivery by adhering to the Corporation's service standards. Ensures all revenue documents (cash, credit card receipts, proof of payment) are collected/verified in accordance with designated tariffs. Ensures safety of passengers and crew by adhering to safety rules.

Thinks and functions independently utilizing clear and effective verbal communication skills to interact with passengers, crew members, and others jointly responsible for safe and efficient train movements and customer service. Works in either a passenger or non-passenger operation (including yard duty and work trains). Secures movement orders and ensures clear understanding by operating crew. Ensures pre-determined service requests are understood and carried out.

Maintains understanding of operating characteristics and practices including physical characteristics, safety rules, air brake rules, electrical instructions, equipment trouble-shooting practices, and emergency procedures. Physically moves between and around train cars manipulating and lifting heavy air hoses and electrical cables. Safely rides the side of train equipment, getting on and off equipment, as required.

Assists the Conductor in submission of various reports to record movement delays, unusual occurrences, passenger inconveniences, and mechanical defects. Assists in boarding and detraining of passengers, baggage, express shipments, and mail. Makes customer service announcements.

Provides information about train service to include passenger connections. Makes special arrangements in case of service failure. Ensures each passenger has the proper fare.

Ensures safe and orderly passenger conduct. Must demonstrate an understanding of what makes up the elements of quality customer service. Must be able to interact and communicate professionally with passengers and co-workers under all types of circumstances.

Must demonstrate a demeanor and well-groomed appearance that conveys to passengers a sense of competence and complete professionalism. Must understand and totally comply with Amtrak's Uniform & Grooming Standards when engaged in performing passenger service.

MINIMUM QUALIFICATIONS:

• Some work experience exhibiting responsibility, initiative, and other leadership characteristics.

• Satisfactory attendance and safe work record.

• Applicants for the position of Assistant Passenger Conductor must be willing and able to: Work in all types of weather conditions including extreme heat, cold, snow, and rain.
  
  Perform duties in an environment requiring physical agility in order to easily get off/on train equipment, manipulate self between cars, bend, reach, stoop, easily and safely ride the side of trains, and lift a variety of equipment. Report for work on short notice and work weekends and holidays. Successfully complete a pre-employment medical examination and drug screening.
  
  Submit to and pass periodic medical examinations as well as random drug and alcohol screenings. Pass a pre-interview assessment to determine cash handling and customer service skills.

• If selected, the incumbent will be required to successfully complete a seven- to eight-week training course including classroom instruction and fieldwork followed by extensive qualifying and on the job training associated with the assigned Crew Base. Must have a current valid drivers license; must have a good safety record and prior satisfactory job performance; must have either 2 years of full-time verifiable work history OR 2 years of full-time verifiable college work OR a combination of the two, equating a total of 2 years; and must live within 2 hours of Crew Base.

PREFERRED QUALIFICATIONS:

• Some leadership/supervisory experience.

• Some experience in a customer service role that includes cash handling, as well as a work history demonstrating the ability to adapt to variable work hours.

• Some mechanical experience/knowledge.

RATE OF PAY:

Training rate (currently $15.75 per hour straight time) applies until the completion of training. Thereafter, specific terms of Amtrak's current schedule agreement with the United Transportation Union will apply.

COMMUNICATION AND INTERPERSONAL SKILLS:

Must have excellent verbal and written communication skills.

Candidates who apply to this posting may be contacted now or at a later date when a position becomes available.

Requisition ID:40343

Posting Location(s):California

Job Family/Function:Transportation

Relocation Offered:No

Travel Requirements:
Up to 100%

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.

All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing.

All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.

In accordance with DOT regulations (49 CFR section 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety- sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, he/she will not permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an Affirmative Action/Equal Opportunity Employer and we welcome all to apply. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status.

POSTING NOTES: Transportation || On Board and Station Services

Responsibilities:

• Inspecting and verifying passenger documentation
• Issuing boarding passes and rescheduling passengers affected by flight interruptions or cancellations
• Assisting passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (Ulvt), VIP passengers and passengers needing wheelchair assistance
• Directing passengers through Customs, Immigration, and Quarantine, as required
• Assisting Ramp Service Agents to ensure that wheelchairs, smothers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Operating equipment to include the jet way, computer keyboards, and carrier specific reservation/ ticketing software

Requirements:

• High School diploma or GED equivalent
• Excellent communication skills (written and verbal) in country specific language

Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible? Then please send your resume now for immediate consideration

• Electronic check-in of passengers for domestic and international travel.

• Verification of documents for international and domestic flights.

• Assign passenger seats.

• Ensure correct boarding passes are provided to each passenger for the assigned flight.

• Verify ticket and seat reservations.

• Match manifest to on-board count.

• Announce arrivals and departures as necessary.

• Provide information to passengers/customers as requested.

• Connect/disconnect Jetway/stairs as necessary.

• Assist with baggage tagging and baggage claim reports.

• Maintain current knowledge of all flight times during designated shift.

• Maintain liaison with Airlines, Customer Service Representatives and Ground Handlers.

• Perform other duties as assigned

ESSENTIAL JOB FUNCTIONS

The following functions may be performed in variable weather and environmental conditions such as jet engine fumes, dust or jet engine noise. Must have ability to:

• Regularly stand, walk, use hands to finger, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.

• Regularly lift and/or move up to 50 pounds.

• Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

• Read, write and fluently speak and understand the English language.

• Read and comprehend simple instructions, short correspondence and memos.

• Write simple correspondence.

• Effectively present information in one-on-one and small group situations to customers, clients and employees.

• Apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

• Deal with problems involving several concrete variables in standardized situations.

• Wear uniform and insignia as prescribed by the Company.

• Report to work in a regular and timely basis.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

High school diploma or general education degree (GED) plus three (3) to six (6) months related experience and/or training, or equivalent combination of education and experience. Good communication and customer service skills needed. Work effectively under pressure. Ability to learn and apply computer skills. Must successfully complete Company's PST program.

Equal Opportunity Employer M/F/Disability/Vet

Passenger Service Supervisor will have primary oversight of the fast paced airport customer service environment providing quality customer service, ticketing, check-in processing, luggage claim handling and service assistance to all traveling customers.

Primary accountabilities and duties:

• Comfortably and continuously move/lift customer luggage with up to 70lbs.

• Ensure accuracy of all weight and balance requirements.

• Promptly handle all customer 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, approximately 2-3 times per day and 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.

• Perform other duties as assigned.

Requirements• Must be at least 18 years of age.

• Must have high school diploma or equivalent.

• Must pass physical abilities and drug test.

• Must have a positive, can-do, upbeat personality.

• Must be able to speak, read and write in English proficiently.

• Must be available and flexible to work variable shifts including weekends and holidays.

• Must be able to stand for long periods of time at the ticket counter and gate check-in areas.

• Will be exposed to respiratory irritants (jet fumes).

• Must pass an FBI criminal background check and obtain a customs seal.

• Must successfully complete and pass the initial new hire classroom and on-the-job training.

• Must have strong verbal and written communication skills.

• Knowledge of computer software programs.

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Position Summary

Provide administrative support handling information requests, and performing clerical functions such as preparing correspondence, arranging conference calls, and scheduling meetings. Also generates reports, handles multiple projects, and prepares and monitors invoices and expense reports.

Essential Duties

Read and analyze incoming memos, submissions, and reports in order to determine their significance and plan their distribution.

Open, sort, and distribute incoming correspondence, including faxes and email.

File and retrieve documents, records, and reports.

Prepare responses to correspondence containing routine inquiries.

Perform general office duties such as ordering supplies, maintaining records management systems, and performing basic bookkeeping work.

Coordinate and direct office services, such as records and budget preparation, personnel, and housekeeping, in order to aid SVP.

Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, and/or presentation software.

Monitor and update the passenger services team Master Schedule on a daily basis.

Primarily process and track Schedule Change Requests, Leave of Absence Requests and Transfer Requests on a weekly basis.

Closely monitor and track attendance of the employees of the passenger services account on a daily basis.

Establish and maintain effective communication and working relationships with co-workers, shift coordinators, supervisors, managers, etc.

Comply with all safety, security, compliance and quality standards and procedures established by the Company, Clients, and regulatory authorities.

Perform other duties as assigned.

• Job duties may be modified at any time

Minimum Requirements

Six (6) or more years of Administrative experience.

Two (2) or more years of budgeting, expense control and scheduling experience.

Previous aviation industry experience preferred.

Location

Sterling, VA 20166 US (Primary)

ABM is an EOE (M/F/Vet/Disability/Gender Identity/Sexual Orientation)

The General Manager plans, directs, and coordinates, through subordinate personnel, activities to obtain optimum use of equipment, facilities, and personnel. Consults with airport management.

Manages and motivates operational personnel. Confers and cooperates with upper management in formulating administrative and operational policies and procedures. Analyzes records of daily operations to maintain knowledge of station activities.

Reviews and analyzes expenditures, financial and operations reports to determine requirements for increasing profits. Prepares recommendations on findings for upper management evaluation. Recommends capital expenditures for acquisition of new equipment which would increase efficiency and services. Approves requisitions for equipment, materials, and supplies within limits of facility budget.

Maintain and control all required aspects of the operation in accordance with the corporate security program and TSA legislation. Ensure that the required company audit requirements are undertaken to ensure continuity and compliance at all times.

Read, understand and clarify the implementation of the site specific security plan and ensure that all WFS staff are issued with a relevant company ID and that they are required to display this identity badge. Enforces compliance of personnel with administrative policies, procedures, safety rules, and governmental regulations. Directs investigations into cause of internal and external complaints relating to the facility. May negotiate contracts with equipment and materials suppliers.

Required Skills

Ability to manage and motivate personnel.

Ability to read, analyze, and interpret common technical journals, financial reports, and legal documents

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Ability to write memos that conform to prescribed style and format.

Ability to effectively present information to top management, and/or boards of directors. Ability to work with mathematical concepts.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables.

Report to work on a regular and timely basis.

Required Experience

Bachelor's degree (B. A.) from four-year College or university; or two to five years related experience and/or training; or equivalent combination of education and experience.

Ability to manage and motivate personnel. Must have strong organizational skills, written and verbal communication skills. Ability to read, write, fluently speak, and understand the English language.