Passenger Service Supervisor

Passenger Service Supervisor

Requirements

• Must be able to demonstrate leadership skills to encourage teams of agents and leads to complete shift tasks in a timely and professional manner.
• Must be willing to wear uniform and insignia as prescribed by AGI. Personal appearance and grooming must present a favorable corporate image.
• Passenger Service Supervisors must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and handling of equipment and baggage.
• Passenger Service Supervisors are required to use computer systems daily.
• Agent may be called upon to troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc.
• Must be able to process payment transactions for flight/seat upgrades, excess baggage fees, etc.
• Passenger Service Supervisors must be able to manage their time effectively to complete tasks efficiently in a fast-paced environment. Must report to work on a regular and timely basis.
• Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.
• If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
• Must complete SIDA training to obtain airport authority identification security.

Responsibilities

• 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.

Preferred Qualifications

• One+ year of relevant experience preferred.
• Airline experience is preferred, and previous face-to-face customer service experience is also a plus.