Customer Service Agents are responsible for both line service (ramp) and customer service duties. The position includes collecting and recording payment for fuel, services and tickets, checking in and ticketing passengers, escorting passengers to aircraft, resolving customer complaints, proficient use of computer, general customer assistance to passengers and crew, marshalling aircraft, loading, unloading and sorting freight and baggage. Servicing and cleaning aircraft as needed, servicing lavatory, deicing, servicing and refueling aircraft, assisting in training new personnel, executing emergency procedures, maintaining records and providing clerical support and other duties as assigned. Agents are responsible to consistently present a professional and positive image of Augusta Regional Airport. Customer Service Agents reports to Airport Lead Agent (CSA) or other designated person.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provide ticketing and reservations, check baggage, issue boarding passes, boarding and gate information, re-booking of passengers, flight arrival and departure information and answer general inquiries accurately.
- Provide information to customers, passengers and crew, makes reservations and gives directions as requested
- Assist special needs passengers and unaccompanied minors, resolve customer complaints and other duties as delegated.
- Load and unload baggage, air freight and COMAT on aircraft and utilize lost baggage procedures as needed.
- Monitor Unicom and radio equipment in order to communicate with aircraft crew, tower and ground personnel.
- Take fuel orders, collects and records payment for fuel and services, services aircraft with fuel and related products, drains sumps on refueling equipment and aircraft.
- Clean ramp and hangars as needed.
- Assist in training new personnel, tow aircraft in and out of parking areas and hangars and operates heavy equipment as needed.
- Responsible for maintaining safety and security of the ramp at all times and complying with all safety procedures and station policies.
- Marshall aircraft in and out of gate area and monitor customer safety during boarding and deplaning process.
- Observe safe ground handling procedures and maintenance of ground service equipment including the performance of equipment checks.
- Service and clean aircraft as needed (aircraft lavatories, potable water, seat backs, tray tables, galley, window washing, deicing, replenishing supplies, etc).
REQUIREMENTS:
EDUCATION: High School diploma or G.E.D.
EXPERIENCE: A minimum of 1 year in similar position utilizing customer service skills and computer knowledge.
KNOWLEDGE/SKILLS/AND EXPERIENCE:
- Ability to work under stressful situations and tight time constraints
- Must be able to pass strenuous background check for security reasons
- Ability to lift 50-70 pounds comfortably
- Able to fluently read, write, speak and understand English
- Demonstrated ability to work independently
- Ability to follow directions
- Good communication skills, both oral and written
Some positions may be required to acquire the following:
- Commercial aircraft gauge out certification
- Ground Security Coordinator certification
- Department of Energy Security Clearance
- Security Identification Display Area (SIDA) clearance and badge
- Valid state operator/driver’s license for the type vehicle or equipment operated
Must pass Criminal History Record Check and Security Threat Assessment
Employment contingent upon maintaining appropriate security status at all times.
OTHER:
PHYSICAL REQUIREMENTS:
Depending upon area of assignment: Positions in this class typically require: walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing and repetitive motions and medium to heavy lifting (50+ lbs). Work is performed in an office setting as well as outside on ramp area.
DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
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