Job Description
About WFS Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents. Are you ready to take off on your next career with us?
Job Summary As an Airline Customer Service Agent, you will be the first point of contact for passengers, providing exceptional assistance with ticketing, check-in, boarding, and general inquiries. Your role is crucial in ensuring a smooth and positive travel experience by addressing customer needs, managing schedules, and solving any issues efficiently. Success in this role requires strong communication skills, attention to detail, and the ability to stay calm under pressure.
Remain cognizant of WFS staff, security contractors, and visitors, activities and report security breaches, suspicious occurrences, or non-compliance with the site security plan to managers or via the WFS whistleblower program.
Responsibilities - Greet and assist passengers with ticketing, check-in, and boarding procedures.
- Handle passenger inquiries, complaints, and requests professionally and efficiently.
- Ensure compliance with security and safety regulations at all customer service points.
- Coordinate with baggage handling and ramp teams to address passenger needs.
- Process and rebook passengers during schedule disruptions or flight changes.
- Communicate flight information, delays, and other updates to passengers.
- Resolve issues related to ticket discrepancies, seating arrangements, and luggage.
- Assist passengers with special needs, including elderly, disabled, and unaccompanied minors.
- Ability to speak and be understood in giving directions/information to passengers.
- Tolerate and answer repetitious questions from customers in a friendly, outgoing manner.
- Personal appearance and grooming that will present a favorable corporate image.
Minimum Requirements - High school diploma or equivalent.
- Excellent verbal and written communication skills.
- Customer service experience, preferably in a fast-paced environment.
- Ability to work flexible hours, including nights, weekends, and holidays.
- Basic computer skills and familiarity with airline systems or ticketing software.
- Reports to work on a regular and timely basis.
- Must be able to read, write, speak, and understand the English language.
- Must be willing to wear uniform and insignia as prescribed by the Company.
- Valid US driver's license and ability to obtain an airport driving permit.
- Strong communication skills in English (additional languages are an asset).
Preferred Skills - Experience in the airline or travel industry.
- Conflict resolution and problem-solving skills.
- Knowledge of airline regulations and compliance standards.
- Ability to remain calm and professional in stressful situations
- Demonstrates qualities of leadership, initiative, and judgment.
- May be necessary to speak another language (s), in addition to English, depending on the customer contract.
Physical Requirements/Working Conditions - Ability to stand and walk for an eight-hour shift and lift baggage (up to 70 pounds).
- Willingness to work irregular hours, including early mornings, nights, weekends, and holidays.
- Comfortable working in crowded and noisy environments.
- Ability to handle high-stress situations and multitask effectively.
- Ability to judge distance.
- Twist, turn, stoop, bend, reach, and grip while checking baggage throughout an eight-hour shift.
- Ability to work weekends (i.e., Friday, Saturday, Sunday), holidays, and days off.
Perks & Benefits - Want your pay in advance? Access up to 50% of earned wages when you need it through myWisely app or the Daily Pay app!
- Are you a top performer who thrives on recognition? On-the-spot awards offered through the Awardco Platform including gift cards and more!
- Need quality medical care? Multiple options for both full and part-time employees!
- Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
- Looking to stay healthy and improve your life? Wellness Programs are offered to all employees!
- Want to invest in your future? 401k program offered with company match!
- Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!
WFS is an equal-opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals. Worldwide Flight Services
Job Tags
Daily paid, Holiday work, Full time, Contract work, Part time, For contractors, Worldwide, Flexible hours, Shift work, Night shift, Sunday, Saturday, Early shift,