Alliance Ground International
Passenger Service Agent - Spanish Speaking Required
Alliance Ground International, San Francisco, California, United States, 94199
Overview
From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Agent you will ensure traveling customers are kept informed and in the right place at the right time. You will follow safety, security, and airline-specific procedures, putting customers — and their needs — at the heart of everything AGI Passenger Service Agents do. This is a customer-facing role with a goal to provide first-class customer service to each traveler.
Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and maintaining our strong safety record.
Salary: $23.00 - $23.50 hourly.
Responsibilities
Provide exceptional customer service per AGI and airline standards to ensure customer satisfaction at every step of the journey.
Ensure safety and security are never compromised.
Interact with customers at the ticket counter and gate in a professional, efficient, and courteous manner.
Make and assist with reservations, preparation and issuance of tickets and itineraries, fare computations, refunds, baggage checks, and collection of excess baggage charges.
Handle customer concerns and complaints regarding ticketing and baggage handling; perform lost and found duties, initiate tracing procedures, process claims for damaged or lost baggage, and maintain required records.
Answer inquiries regarding flight schedules, fares, and other questions; provide passengers with general travel information.
Meet aircraft at the gate or loading area, manage duties in departure lounges or boarding gates, check tickets and documents for validity, and arrange for passengers with reservations, standbys, and luggage.
Determine flight close-out time and prepare and check flight forms for accuracy; complete post-departure procedures.
Coordinate flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
Follow procedures for passengers regarding the acceptance of Dangerous Goods.
Safety, Security and Compliance
Take reasonable care for health, wellbeing, safety, and security of themselves and others who may be affected by actions or omissions.
Cooperate with management to comply with legal requirements and company policies.
Do not misuse anything provided by the company and report hazards, near misses, incidents, and dangerous occurrences to management.
Conduct work in accordance with training and health, wellbeing, safety, and security rules.
Fully understand AGI Health & Safety and Security policies and attend required training.
Physical Requirements
Must be able to lift/carry/push/pull and move items of 70 pounds and regularly lift 40–50 pounds on raised surfaces.
Must be able to stand for extended periods and carry heavy items up and down jetway stairs.
Must be alert to moving vehicles, equipment, or aircraft and able to use radio equipment.
Knowledge, Skills, and Abilities
Appearance: Willing to wear uniform and insignia; present a favorable corporate image.
Communication: Clear verbal communication with flight crews, gate agents, customers, and other teams; tolerate and answer repeated questions in a friendly manner.
Computer skills: Proficiency with company computer systems.
Critical thinking: Troubleshoot reservation issues, process excess baggage fees, verify visa documentation, etc.
Basic math: Ability to process payments for upgrades and fees.
Time management: Manage time effectively in a fast-paced environment; reliable attendance.
Qualifications
Be at least 18 years old and possess a high school diploma, GED, or equivalent work experience.
Must be able to speak and understand Spanish.
If in the United States, authorization to work in the U.S. as defined by IRCA; if in Canada, authorization to work in Canada as defined by IRPA.
Must complete SIDA training to obtain airport authority identification security.
Preferred: One+ year of relevant experience; airline experience and face-to-face customer service experience are a plus.
Benefits AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental/vision for full-time qualified employees, as well as medical coverage for part-time employees. Free uniforms and on-the-job training are provided. Other benefits include a company-matched 401(k), employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises.
Equal Opportunity Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. AGI is an equal opportunity employer regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.
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Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and maintaining our strong safety record.
Salary: $23.00 - $23.50 hourly.
Responsibilities
Provide exceptional customer service per AGI and airline standards to ensure customer satisfaction at every step of the journey.
Ensure safety and security are never compromised.
Interact with customers at the ticket counter and gate in a professional, efficient, and courteous manner.
Make and assist with reservations, preparation and issuance of tickets and itineraries, fare computations, refunds, baggage checks, and collection of excess baggage charges.
Handle customer concerns and complaints regarding ticketing and baggage handling; perform lost and found duties, initiate tracing procedures, process claims for damaged or lost baggage, and maintain required records.
Answer inquiries regarding flight schedules, fares, and other questions; provide passengers with general travel information.
Meet aircraft at the gate or loading area, manage duties in departure lounges or boarding gates, check tickets and documents for validity, and arrange for passengers with reservations, standbys, and luggage.
Determine flight close-out time and prepare and check flight forms for accuracy; complete post-departure procedures.
Coordinate flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
Follow procedures for passengers regarding the acceptance of Dangerous Goods.
Safety, Security and Compliance
Take reasonable care for health, wellbeing, safety, and security of themselves and others who may be affected by actions or omissions.
Cooperate with management to comply with legal requirements and company policies.
Do not misuse anything provided by the company and report hazards, near misses, incidents, and dangerous occurrences to management.
Conduct work in accordance with training and health, wellbeing, safety, and security rules.
Fully understand AGI Health & Safety and Security policies and attend required training.
Physical Requirements
Must be able to lift/carry/push/pull and move items of 70 pounds and regularly lift 40–50 pounds on raised surfaces.
Must be able to stand for extended periods and carry heavy items up and down jetway stairs.
Must be alert to moving vehicles, equipment, or aircraft and able to use radio equipment.
Knowledge, Skills, and Abilities
Appearance: Willing to wear uniform and insignia; present a favorable corporate image.
Communication: Clear verbal communication with flight crews, gate agents, customers, and other teams; tolerate and answer repeated questions in a friendly manner.
Computer skills: Proficiency with company computer systems.
Critical thinking: Troubleshoot reservation issues, process excess baggage fees, verify visa documentation, etc.
Basic math: Ability to process payments for upgrades and fees.
Time management: Manage time effectively in a fast-paced environment; reliable attendance.
Qualifications
Be at least 18 years old and possess a high school diploma, GED, or equivalent work experience.
Must be able to speak and understand Spanish.
If in the United States, authorization to work in the U.S. as defined by IRCA; if in Canada, authorization to work in Canada as defined by IRPA.
Must complete SIDA training to obtain airport authority identification security.
Preferred: One+ year of relevant experience; airline experience and face-to-face customer service experience are a plus.
Benefits AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental/vision for full-time qualified employees, as well as medical coverage for part-time employees. Free uniforms and on-the-job training are provided. Other benefits include a company-matched 401(k), employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises.
Equal Opportunity Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. AGI is an equal opportunity employer regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.
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