Atl Airport- Customer Service Agent

Southern Airways is growing and we'd love to have you as part of our team! From Nantucket in the east to Honolulu in the west, Southern Airways, and its Hawaiian Brand Mokulele Airlines, comprise on one of largest commuter airlines in America. Based in Palm Beach, Florida, we serve nearly 40 American cities across five U.S. time zones. And now we're opening our station in Atlanta!!

Southern Airways Corporation has been conducting charter operations under Part 135 since 2012 and added Essential Air Service operations in 2016. In 2019 we added Mokulele Airlines to the company, flying intra-island in Hawai‘i. We operate under Southern Airways Express, Mokulele Airlines, and Southern Private Jets. Southern operates a fleet of over thirty aircraft, including the Cessna Caravan/Grand Caravan, the King Air Super 200, the PC-12, and the Citation Bravo.

Southern has seen tremendous growth thanks to our commitment to the individual passenger, which is recognized in our company mantra, “Every Passenger, Every Day, Every Flight.” This mantra has encapsulated our thinking and our core values since Day One. Despite being the fastest growing airline in America, the Southern staff remains ever-mindful of those first days of the airline— we know we must take care of Every Passenger, Every Day, on Every Flight.

JOB TITLE: Airport Customer Service Agent – customer service & ramp
DEPARTMENT: Customer Service
REPORTS TO: Station Manager
FLSA STATUS: Non-Exempt
POSITION SUMMARY:
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. It is also responsible for all ramp duties in our smaller stations.
KEY RESPONSIBILITIES

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

JOBS THIS POSITION DIRECTLY SUPERVISES:
This position does not directly supervise others

REQUIREMENTS
Knowledge, Skills & Abilities:

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

QUALIFICATIONS
Education:

• High school diploma or equivalent

Miscellaneous Requirements:

• Basic math abilities
• Authorized to work in the U.S. per the Immigration Act of 1986
• Computer skills – ability to learn reservation and phone systems, proficient with a PC
• Valid driver’s license and reliable transportation
• Ability to pass 10-year background check and pre-employment drug screen
• At least 18 years of age
• Ability to work within a 24/7 operation including holidays

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 stand for extended periods of time
• 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 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
• Must be able to work in all weather conditions and in confined spaces
• 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

Varied: 100%
Degree of Hand Eye Coordination Required:
Computer: Varies
Phone: Varies
Photocopier, fax machine: Varies

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

Southern Airways Corporation is an EEO/AAP employer and as such all qualified applications will receive consideration for employment without regard to their protected veteran status, race, color, religion, sex, sexual orientation, gender identity, or national origin - and will not be discriminated against on the basis of gender, race, or disability.