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Passenger Service Agent
Worldwide Flight Services (WFS). Make reservations, issue tickets and itineraries, and compute passenger fares .
About the role
Key responsibilities & impact- Make reservations, issue tickets and itineraries, and compute passenger fares
- Handle baggage check-in, collect excess baggage charges, and provide travel information
- Assist passengers at boarding gates, check ticket validity, and process boarding procedures
- Manage arrangements for passengers with reservations, standby travelers, and their luggage
- Determine flight close-out times and complete flight documentation
- Handle post-departure procedures, invalidate tickets, and finalize reports
- Conduct lost-and-found activities, trace lost articles, update passengers, and return found items
- Process lost or damaged baggage claims, settle minor claims, and forward larger claims
- Receive and process domestic and international airfreight shipments
- Determine airfreight routing, compute rates, and prepare shipment documentation
- Maintain airfreight inventory records across warehouse, dispatch, and delivery processes
- Maintain compliance with site security protocols
- Report security breaches or suspicious activities to management or through the whistleblower program
Requirements
What you’ll need- High school diploma or GED equivalent
- At least 1 year of experience in customer service or related field
- Ability to work varied shifts, including weekends, holidays, and nights
- Strong verbal and written communication skills
- Ability to lift and handle baggage weighing up to 50 lbs
- Basic computer proficiency, including data input and use of relevant software
- Stay up to date on recurrent training as assigned
- Ability to obtain and maintain an airport security badge
- Ability to read, write, and speak English
- Previous experience in an airport, airline, or logistics environment preferred
- Knowledge of ticketing, reservations, and fare calculation systems preferred
- Experience handling lost and found procedures or baggage claims preferred
- Strong organizational skills and attention to detail preferred
- Familiarity with airport regulations and procedures preferred
- Knowledge of international shipping and airfreight documentation preferred
- Proficiency in a second language preferred
- Strong conflict resolution and problem-solving abilities preferred
- Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly and occasionally up to 75 lbs
- Frequent standing, walking, and moving throughout the airport terminal or warehouse
- Ability to bend, kneel, stoop, and climb stairs as needed
- Ability to work in varying weather conditions
- Manual dexterity for handling documents, operating computers, and using two-way radios
- Ability to remain on feet for extended periods, up to 8 hours or more
- Clear vision and hearing required
- Capacity to work in confined spaces
- Ability to work in a noisy environment
Benefits
Comp & perks- Access pay in advance through DailyPay app
- Flight benefits
- Paid training
- On-the-spot awards through the Awardco Platform, including gift cards and more
- Multiple medical care options for full-time and part-time employees
- Travel discounts
- Pet insurance
- Discount shopping
- Wellness programs
- Opportunity for internal mobility and transfers