Customer Service Agent

at Southern Airways Express in Hot Springs, Arkansas, United States

Job Description

At Surf Air Mobility, we're transforming air mobility. As innovators in aviation, we are at the forefront of creating a more efficient and accessible flying experience. With our commitment to a customer-first approach, advanced software solutions, and electrification, we’re pioneering new ways for people to travel, making flying not only faster but more enjoyable. Our passionate team thrives in a collaborative environment where innovation and hard work go hand in hand. Help us shape the future of aviation while working with cutting-edge technologies that are changing the lives of our passengers.

JOB TITLE: Airport Customer Service Agent – customer service & ramp
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 U.S. per the Immigration Act of 1986

Work Experience:

• Prefer at least 1 year of prior customer service experience

Mental Requirements:

Leve



Equal employment opportunity, including veterans and individuals with disabilities.

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