Hilo (Ito) Airport- Customer Service Agent

Knowledge, Skills & Abilities:

• Ability to learn, understand and communicate the terms of the company’s Contract of Carriage
• Ability to diffuse stressful situations
• 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
• Courteous in all interactions
• Detail-oriented and self-motivated
• Able to maintain eye contact when speaking with customers
• Excellent written and verbal communication skills
• Professional in appearance and manner
• Able to read, write and speak English effectively

Qualifications
Education:

• High school diploma or equivalent

Miscellaneous Requirements:

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

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 work in all weather conditions and in confined spaces
• 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 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

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%