Passenger Service Supervisor

Job Description:As a Passenger Service Supervisor, you'll ensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security, and airline-specific procedures, you'll put our customers' needs at the heart of everything our AGI Passenger Service Supervisors do. This is a customer-facing role with a goal to provide first-class customer service to each traveler we encounter. If you are friendly and outgoing, focusing on outstanding customer service, then let your career take off with AGI as a Passenger Service Supervisor! You must be bi-lingual (English and Spanish).Job Responsibilities:Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.Make recommendations to management on staffing decisions, including hiring, discipline, and termination.Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.Provide exceptional customer service as per AGI and airline-specific standards to ensure customer satisfaction at every step of their journey.Always ensure safety and security is never compromised.Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of 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 personal articles, prepare and maintain required records and reports of lost and found activities.Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers' reservations, standbys, and their luggage.Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.Follow procedures for passengers with regards to the acceptance of Dangerous Goods.Safety, Security and Compliance:Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.Cooperate with their manager/supervisor to allow them to perform or comply with any legal requirements imposed on the company.Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.Inform their manager/supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager/supervisor.Conduct work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.Fully understand AGI Health & Safety and Security policies.Attend training courses as may be required by AGI.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:Leadership:

Must be able to demonstrate the skills to encourage teams of agents and leads to complete shift tasks in a timely and professional manner.Appearance:

Must be willing to wear uniform and insignia as prescribed by AGI.Good communication skills:

Must be able to communicate information and instructions effectively in a professional manner.Computer skills:

Required to use computer systems daily.Critical thinking skills:

May be called upon to troubleshoot issues to assist passengers.Basic math skills:

Must be able to process payment transactions accurately.Time management skills:

Must be able to manage time effectively in a fast-paced environment.Qualifications:Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.You must be bi-lingual (English and Spanish).If work location is in the United States, must have authorization to work in the United States. If work location is in Canada, must have authorization to work in Canada.Must complete SIDA training to obtain airport authority identification security.Preferred Qualifications - One+ year of relevant experience. Airline experience is preferred.AGI offers a comprehensive benefit package for all employees, including paid vacation and medical/dental/vision for full-time qualified employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include company-matched 401(k) program, company-paid employee assistance program, and travel discounts.Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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