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about 1 year ago
Envoy Air
Location: Dallas
Job type: Contract/Locum
Contact: No Name
Category: Customer Service Jobs
Job Title
Agent - Lead Passenger Service Agent (Baggage Services)
DFW - Dallas Fort Worth, TX US (Primary)
Career Level
Entry Level
Airport Agents / Clerks
Job Description

Passenger Service Agents BMAS work in Baggage at our hub airports and provide efficient, friendly service to all of our customers. Agents promote and sell air travel with American Eagle and American Airlines and/or one of our contracted carriers. Passenger Service Agents complete all necessary arrangements for accommodating passengers such as prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage, as well as collect excess baggage charges.

Passenger Service Agents escort passengers from the terminal to and from the aircraft ensuring a safe path at all times. Additionally, Passenger Service Agents complete all necessary arrangements for accommodating passengers with reservations, stand-bys, luggage, cabin availability, and in-flight supplies. Determine flight close-out time and prepare, complete, and check various flight forms for accuracy.

Lead Agents conduct agent observations and associate activities. The Lead Agent administers local training programs and is responsible for scheduling, manpower utilization as well as maintaining a safe, dependable and consistent operation. The Lead Agent also maintains supplies, inventory control logs. Prepares customer correspondence, investigates discrepancies, and compiles statistical data for reports. The role also requires the candidate to assist management in the completion of administrative duties and to acts as a company representative when assigned.

Job Requirements

In this role the candidates must be able to perform all duties under sometimes stressful conditions beyond the employee's control while attempting to influence a favorable impression of American Eagle, American Airlines or any other contracted airline service provided by Envoy. Must be able to work with minimal supervision, report to work regularly and on-time, and be self-motivated.

Position Requirements

  • Minimum age of 18
  • High school diploma or GED equivalent
  • Valid driver’s license 
  • One year of customer service experience
  • Demonstrated ability to communicate verbally and in writing
  • Willing and able to work rotating shifts including nights, holidays, weekends, and days off
  • Flexible to work additional hours with short notice when operationally necessary
  • Possess the legal right to work in the United States
  • Must be able to read, write, fluently speak, and understand the English language
  • Organizational and interpersonal skills

Position Preferences

  • Strong interpersonal, negotiation, and leadership skills
  • Above average attendance
  • Ability to read, write, fluently speak, and understand Spanish (in some locations)
  • One year of customer service experience
  • Prior training and/or curriculum development experience
  • Experience using Word and Excel

Additional Position Details

  • Tattoos, body piercings and/or tongue rings may not be visible while in company issued uniform at any time; tattoos cannot be covered with adhesive bandages or by other methods to render them not visible.
  • Candidates must fulfill a fingerprint based criminal background check to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
  • Candidates must be able to secure appropriate airport authority and/or US Customs security badges, in addition to clearing other airport related requirements, if applicable.
  • This position may be subject to the Department of Transportation (DOT). Federal law requires Envoy to determine a candidate’s history with the DOT drug and/or alcohol violation(s) or refusal(s) to test before hiring him/her into a safety-sensitive position.
None/Not Specified

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