JOB TITLE: Airport Customer Service Agent – customer service & ramp--IAD Dulles Airport
DEPARTMENT: Customer Service
REPORTS TO: Station Manager
FLSA STATUS: Non-Exempt

The Airport Customer Service Agent is our primary representative in our airport stations. The position is responsible for handling all customer service activities, including greeting and checking in passengers, handling luggage, booking/re-booking flights, and assisting with passenger loading/unloading.

KEY RESPONSIBILITIES

• Ensuring FAA, Airline and airport regulations are followed
• Enforcing safety/security measures and protecting sensitive zones
• Creating and modifying reservations
• Checking in passengers; safely loading and unloading passengers
• Handling luggage weights of up to 70 lbs and monitoring luggage for size, quantity and weight
• Reviewing baggage tags for accuracy
• Calculating Weight/Balance and assigning seats in the plane accordingly.
• Providing information on arrival and departure times, boarding procedures, carry-on regulations and seating arrangements
• Making announcements over a public address system
• Processing credit card payments
• Directing aircraft parking and dispatch on the ramp
• After additional training, towing aircraft to proper parking positions on the ramp
• Maintaining work area and mechanical equipment in proper order
• Great customer service attitude and a willingness to “find a way” as opposed to “I can’t,” where applicable.
• Any other duties as assigned

REQUIREMENTS
Knowledge, Skills & Abilities:

• Excellent written and verbal communication skills
• Able to read, write and speak English effectively
• Able to maintain eye contact when speaking with customers
• Professional in appearance and manner
• Ability to learn, understand and communicate the terms of the company’s Contract of Carriage
• Courteous in all interactions
• Able to interact effectively with passengers, co-workers and management
• Ability to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations
• Ability to diffuse stressful situations
• Detail-oriented and self-motivated

QUALIFICATIONS
Education:

• High school diploma or equivalent

Miscellaneous Requirements:

• Valid driver’s license and reliable transportation
• Computer skills – ability to learn reservation and phone systems, proficient with a PC
• Basic math abilities
• Ability to work within a 24/7 operation including holidays
• Ability to pass 10-year background check and pre-employment drug screen
• At least 21 years of age
• Authorized to work in the United States

Work Experience:

• Prefer at least 1 year of prior customer service experience

Mental Requirements:

Level 2

Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.

Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.

Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical requirements:

• Must be able to lift 70 pound suitcase from the floor to 18 inches and carry 70 pound suitcase in front of you with both hands for a distance of up to 25 feet
• Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time
• Must be able to stand for extended periods of time
• Must be able to work in all weather conditions and in confined spaces
• Must have sufficient vision and ability to safely perform the essential functions of the position.
  
  Activity Approximate % of Time
  Sitting: 5
  Standing: 70
  Walking: 25
  100%
  
  Machines and Equipment Used:
  Machines, Equipment, Tools
  Approximate % of Time

Varied: 100%

Degree of Hand Eye Coordination Required:
Computer: Varies
Phone: Varies
Photocopier, fax machine: Varies

BENEFITS:

• Competitive Salary: Attractive compensation package based on experience.
• Health & Wellness: Full time team members are eligible to participate in comprehensive medical, dental, and vision plans. Additional benefits include air ambulance coverage, short-term disability, pet insurance, health savings accounts, company-paid life insurance and a retirement/ 401(k) plan. Eligibility for any benefit begins the first day of the month following 30 days of employment.
• Generous PTO plus paid holidays throughout the calendar year.
• Team member Discounts: As a member of the airline community, team members and immediate family members have access to the My ID Travel program. This program provides travel privileges on participating airlines, including:
  • Flight tickets at a significant discount
  • Discounts on hotels and resorts
  • Car rentals at reduced rates
  • Discounted cruises

Approximate percentage of time incumbent spends in “on-the-job” travel, including commuting to regular work locations: less than 5%

At Surf Air Mobility, we are committed to building a more inclusive ecosystem that integrates women, people of color, and other underrepresented groups into the cleantech sector and aerospace industry. We strongly encourage applications from qualified applicants and members of underrepresented groups. Surf Air Mobility is an Equal Opportunity Employer; employment with Surf Air Mobility is governed based on merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Surf Air Mobility participates in E-Verify.