Airline Services Customer Service Ticket Agent

Overview

Lehigh Valley Airline Services provide airline ground handling services. Customer Service Ticket Agents process reservations, collect fees, handle luggage processing, and perform aircraft boarding functions utilizing computerized systems.

Major Responsibilities

• Process airline reservations, provide flight information, collect reservation & service fees.
• Handle luggage processing & assistant devices
• Handle denied boarding situations, re-accommodate customers, and provide hotel, meal, and ground transportation vouchers when appropriate
• Perform gate/boarding functions
• Aid customers requiring luggage, wheelchair, and aisle chair assistance.
• Adhere to all Airline, TSA & FAA regulations as well as Authority policies, procedures, and best practices while upholding safety, security, and service.
• Professionally communicate over a two-way radio, cheerfully handle telephone calls.
• Assist with accident investigations, reporting and statistical analysis.
• Identify and resolve problems in a timely manner, gather and analyze information skillfully, work well in problem solving situations and offer solutions.
• Handle multiple priorities in a fast-paced environment.
• Able to work under pressure while providing the highest level of customer service.
• Ability to work independently and make independent decisions in a changing environment.
• Deliver outstanding customer service & relationship building skills.
• Must be motivated, energetic, flexible, collaborative, and proactive.
• Develop professional relationships with internal and external customers to ensure effective airline operations, able to work as part of a positive team player.
• Additional duties as assigned.

Minimum Qualifications

• High School Diploma or general equivalency diploma (GED).
• Previous Customer Service experience preferred.
• PC skills including Word, Excel, Outlook, and other applicable computer programs.
• Strong written, oral, and interpersonal skills.
• Successfully pass all Airline & Airport required training.
• Must be available to work split shifts, nights, weekends, and holidays when required.
• Must be able to respond to emergency situations as necessary.
• Must be able to respond to severe weather conditions.
• Must be able to obtain & maintain a valid driver’s license.
• Successfully pass new hire & random drug screenings.
• Pass FAA/TSA Security clearance background check.

Physical Requirements

• Must possess good English language skills, including speaking, spelling, punctuation, and grammar.
• Able to regularly sit, stand, walk, reach with hands and arms, climb, balance; stoop, kneel and crouch or crawl.
• Must be able to use hands and fingers to type, handle bags, boxes, objects, or controls.
• Lift and/or move up to 50 pounds and occasionally lift to 99 pounds with assistance. Pull and push customers in wheelchairs up/down incline up to 250lbs.
• Vision abilities include close, distance, color and peripheral vision, depth perception and the ability to adjust focus.
• Sufficient auditory ability and able to tolerate exposure to noise levels up to 150 decibels requiring mandatory hearing protection.
• Employee regularly works near moving mechanical parts and able to move within work area.
• Able and willing to work in inclement weather, including extreme cold and warm temperatures.

Employee Benefits

• Airline flight benefits (unlimited, free-of-charge*, space-available travel on Allegiant Air as well as two guest passes per month of service).