Customer Service Agent PT SHR

Company Name:
Great Lakes Airlines
Customer Service Agent PT SHR
Tracking Code
Job Description
Accountable to: Station Manager
Position Summary: Implements daily operation of station activity while providing excellent customer service focusing on safety and efficiency. Performs all duties in compliance with company policies/procedure and FAA/TSA regulations.

Areas of Accountability/Essential Functions:
Performs all duties in accordance with company policies and procedures, including the Standard Operation Manual (SOM); complies with all applicable Federal Aviation Administration (FAA) and Department of Transportation (DOT) regulations
Represents Great Lakes Airlines in a professional manner at all times; reports to work in Company-approved uniform
Interacts professionally with passengers, coworkers, and the public
Communicates pertinent information to passengers, supervisors, managers, and other outstations/Hubs with a need-to-know in a timely manner
Completes ticketing functions (boarding passes, Flight Interruption Manifest (FIM), Special Travel Order (STO), re-board coupons, two-flight revenue tickets, two-flight non-revenue tickets, etc.); inputs, reviews, and verifies information in the Company's reservations systems; Closes flights by completing required paperwork
Audits passenger name list and compares with TSA No-Fly and Do-not-board lists; ensures that all passengers are cleared through Secure Flight
Plans and performs denied boarding according Company policy/procedures
Communicates professionally with others in the department using Company-owned radio equipment; makes approved announcements using the Airport's Public Address system
Assists unaccompanied minors and passengers with special needs; including, but not limited to, pushing wheelchairs as required
Performs Ground Security Coordinator (GSC) duties (as assigned)
Maintains a clean and organized work environment; assists with aircraft cleaning, including lavatories as required
Handles passenger baggage, including, but not limited to: transfers to aircraft, loading/un-loading aircraft, locating/reporting lost baggage
Handles Cargo and Company mail (COMAT), including, but not limited to: transfers to aircraft, loading/un-loading aircraft
Ensures safety of passengers walking on the ramp to/from aircraft
Operates ground equipment including: tugs, golf carts, passenger transportation van/bus, and other Company-owned ramp vehicles
Responds to passenger questions/complaints as necessary
Performs de-icing functions (as assigned) during applicable weather conditions
Follows direction given by Company Management and Supervisors; assists in all areas as assigned

Ability to work under pressure and meet deadlines and handle/resolve conflict and problems as they arise
Ability to work independently and as a team
Ability to communicate in a professional manner
Ability to complete all job functions and assignments with little or no direct supervision
Ability to clearly hear and communicate using phones, radios (may require wearing an earpiece), and PA systems
Ability to demonstrate proficiency in all reservation systems used by Great Lakes Airlines
Basic computer skills
High School Diploma or equivalent
Must be able to speak, read, write, and understand English
Previous customer service experience preferred; previous Airline experience a plus
Working Conditions/Physical Requirements:
Working indoors and outdoors in all types of weather,
Occasional to Frequent Lifting of baggage weighing up to 100lbs with or without assistance
Standing for up to 4 hours at a time
Frequent bending, reaching, climbing stairs, kneeling/crouching, twisting, walking, pushing, and pulling; holding open doors weighing up to 75lbs
Frequent writing, reading, typing, and use of standard office equipment
Occasional pushing of people in a wheelchair weighing up to 200lbs or more with or without assistance
Moderate to high noise levels; may require use of hearing protection equipment
Must be able and willing to climb and work at heights up to 25 ft/may be exposed to chemicals
Occasional contact with/handling of animals; occasional contact with/handling of passenger weapons checked as baggage approved by TSA
Other Requirements:
At least 18 years of age
Valid Drivers License
Legally authorized to work in the U.S.
Occasional travel required
May be required to work nights, holidays, and weekends; any shift/schedule as assigned
Job Location
Sheridan, Wyoming, United States
Position Type

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