Alliance Ground International
Bilingual Passenger Service Agents
Alliance Ground International, Chicago, Illinois, United States, 60290
Job Description
From check‑in and bag drop to boarding gates and arrivals, a Passenger Service Agent ensures our traveling customers are kept well‑informed and are in the right place at the right time. By following safety, security, and airline‑specific procedures, you put our customers and their customers’ needs at the heart of everything AGI Passenger Service Agents do. This customer‑facing role is focused on providing first‑class customer service to every traveler we encounter. If you are friendly, outgoing, and committed to outstanding customer service, let your career take off with AGI as a Passenger Service Agent.
Bilingual Requirement AGI is looking for bilingual passenger service agents that speak Mandarin, Cantonese, Spanish, Urdu, Hindi, Arabic, French, Polish, Pilipino, German, Italian, Russian, etc.
About AGI Alliance Ground International (AGI) is one of the largest independently owned ground handling companies, providing services to over 100 airlines in 61 airports across the U.S. and Canada. AGI supports more than 400,000 departures per year and employs over 12,000 team members, with a commitment to quality service and an outstanding safety track record.
Job Responsibilities
Provide exceptional customer service in accordance with AGI and airline standards to ensure satisfaction at every step of the traveler’s journey.
Ensure safety and security are never compromised.
Handle customer interaction with class, efficiency, and professionalism at the ticket counter and gate.
Make reservations, prepare and issue tickets and itineraries, compute fares, issue refunds, check baggage, and collect 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 maintain required records and reports.
Answer inquiries regarding flight schedules and fares, providing general travel information.
Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when en‑planing and de‑planing passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating reservations, standbys, and luggage.
Determine flight close‑out time and prepare, complete, and check flight forms for accuracy and close‑out procedures.
Maintain all flight movement messages between 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 the health, wellbeing, safety, and security of yourself and others at work.
Cooperate with managers/supervisors to comply with legal requirements imposed on the company.
Do not intentionally or recklessly interfere with or misuse company assets for health, safety, or security reasons.
Inform supervisors of any work situation, equipment, or activity that represents a serious or immediate danger.
Report hazards, near misses, incidents, accidents, or dangerous occurrences to supervisors for follow‑up.
Work in accordance with training and documented procedures and safety rules.
Fully understand AGI Health & Safety and Security policies.
Attend required training courses.
Physical Requirements
Must be able to lift, carry, push, pull, and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
Must be able to stand for extended periods of time.
Must be able to carry heavy items up and down jetway stairs.
Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.
Knowledge, Skills, and Abilities Appearance:
Must be willing to wear uniform and insignia as prescribed by AGI and maintain a favorable corporate image.
Good communication skills:
Must effectively communicate information and instructions verbally and/or via radio equipment with flight crew, gate agents, customers, and ground crew. Must tolerate and answer repeated questions from passengers friendly and outgoing.
Computer skills:
Daily use of computer systems is required.
Critical thinking skills:
Ability to troubleshoot issues when assisting passengers with reservations, processing excess baggage fees, verifying required visa documentation, etc.
Basic math skills:
Must process payment transactions for flight/seat upgrades, excess baggage fees, etc.
Time management skills:
Must manage time effectively to complete tasks efficiently in a fast‑paced environment and report to work on a regular and timely basis.
Qualifications
At least 18 years old with a high school diploma, GED, or equivalent work experience.
Must be authorized to work in the United States (US) or Canada, as applicable.
Complete SIDA training to obtain airport authority identification security.
Preferred: One or more years of relevant experience. Airline experience is preferred, and prior face‑to‑face customer service experience is a plus.
Benefits AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental/vision for full‑time qualified employees and medical coverage for part‑time employees. Employees receive free uniforms and on‑the‑job training. Additional benefits include a company‑matched 401(k) program, company‑paid 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 creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.
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Bilingual Requirement AGI is looking for bilingual passenger service agents that speak Mandarin, Cantonese, Spanish, Urdu, Hindi, Arabic, French, Polish, Pilipino, German, Italian, Russian, etc.
About AGI Alliance Ground International (AGI) is one of the largest independently owned ground handling companies, providing services to over 100 airlines in 61 airports across the U.S. and Canada. AGI supports more than 400,000 departures per year and employs over 12,000 team members, with a commitment to quality service and an outstanding safety track record.
Job Responsibilities
Provide exceptional customer service in accordance with AGI and airline standards to ensure satisfaction at every step of the traveler’s journey.
Ensure safety and security are never compromised.
Handle customer interaction with class, efficiency, and professionalism at the ticket counter and gate.
Make reservations, prepare and issue tickets and itineraries, compute fares, issue refunds, check baggage, and collect 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 maintain required records and reports.
Answer inquiries regarding flight schedules and fares, providing general travel information.
Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when en‑planing and de‑planing passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating reservations, standbys, and luggage.
Determine flight close‑out time and prepare, complete, and check flight forms for accuracy and close‑out procedures.
Maintain all flight movement messages between 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 the health, wellbeing, safety, and security of yourself and others at work.
Cooperate with managers/supervisors to comply with legal requirements imposed on the company.
Do not intentionally or recklessly interfere with or misuse company assets for health, safety, or security reasons.
Inform supervisors of any work situation, equipment, or activity that represents a serious or immediate danger.
Report hazards, near misses, incidents, accidents, or dangerous occurrences to supervisors for follow‑up.
Work in accordance with training and documented procedures and safety rules.
Fully understand AGI Health & Safety and Security policies.
Attend required training courses.
Physical Requirements
Must be able to lift, carry, push, pull, and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
Must be able to stand for extended periods of time.
Must be able to carry heavy items up and down jetway stairs.
Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.
Knowledge, Skills, and Abilities Appearance:
Must be willing to wear uniform and insignia as prescribed by AGI and maintain a favorable corporate image.
Good communication skills:
Must effectively communicate information and instructions verbally and/or via radio equipment with flight crew, gate agents, customers, and ground crew. Must tolerate and answer repeated questions from passengers friendly and outgoing.
Computer skills:
Daily use of computer systems is required.
Critical thinking skills:
Ability to troubleshoot issues when assisting passengers with reservations, processing excess baggage fees, verifying required visa documentation, etc.
Basic math skills:
Must process payment transactions for flight/seat upgrades, excess baggage fees, etc.
Time management skills:
Must manage time effectively to complete tasks efficiently in a fast‑paced environment and report to work on a regular and timely basis.
Qualifications
At least 18 years old with a high school diploma, GED, or equivalent work experience.
Must be authorized to work in the United States (US) or Canada, as applicable.
Complete SIDA training to obtain airport authority identification security.
Preferred: One or more years of relevant experience. Airline experience is preferred, and prior face‑to‑face customer service experience is a plus.
Benefits AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental/vision for full‑time qualified employees and medical coverage for part‑time employees. Employees receive free uniforms and on‑the‑job training. Additional benefits include a company‑matched 401(k) program, company‑paid 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 creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.
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