Customer Service Agent

Summary/Objective

Provide various services such as wheelchair, security, and porter services. Deliver exceptional customer service and demonstrate strong communication skills throughout all interactions. Maintain awareness of surroundings to ensure the safety of passengers, property, and fellow team members.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1. Provide wheelchair assistance while ensuring compliance with all security procedures. Provide wheelchair assistance by safely escorting passengers to and from designated locations, including airline counters, gates, and other areas, while ensuring all security protocols are strictly followed. Agents are not permitted to escort passengers beyond the curb or into parking areas.

2. The agent must check in the service in Avtech and upon completing the service must close the service in the system and return the wheelchair to its designated location.

3. Help prevent losses or damages by promptly reporting any irregularities or incidents to the supervisor.

4. Ensure wheelchairs are maintained in proper working condition and report any that require repair or replacement.

5. Retrieve and return wheelchairs from terminals, designated collection points, and parking areas as needed.

6. Always maintain a professional appearance and demeanor while representing Maximus Global Services.

7. Provide security services at Checkpoint, Ramp, Door, Catering and Search.

8. Provide porter services: They will aid the passenger service agent or airline employees in weighing the bags, adding a bag tag, and placing bags onto the baggage belt. Will make sure no bags are left behind at the counter.

9. Any other service related to customer service implemented during the course of employment.

Competencies

1. Teamwork Orientation

2. Stress Management

3. Ethical Conduct

4. Good Communication

5. Customer/Client Focus

Required Education and Experience

1. High school diploma or GED.

Additional Eligibility Qualifications

1. Must always demonstrate exceptional customer service skills.

2. Employment is contingent upon the successful completion of a background investigation.

3. Ability to read, write, and communicate fluently in English.

4. Capable of maintaining positive and professional relationships with both colleagues and clients.

5. Strong interpersonal skills with the ability to interact effectively with individuals at all levels, including the general public in a professional and effective manner; must be able to use initiative and independent judgment within established guidelines.

6. Must be able to handle pressure of working with high volume general public (constantly to occasionally depending on assignment)

7. Ability to read, comprehend, and follow all operating and airport procedures and instructions.

Supervisory Responsibility - This position has no supervisory responsibilities.

Work Environment -This job operates in an airport setting (inside the terminal) and/or outside weather conditions.

Physical Demands - This position is very active and requires stand or walk constantly (for up to an entire shift) on various surfaces (tile, concrete, carpet). Occasionally bend/twist at waist/knees/neck, pulling, pushing and lift to perform various duties. The employee occasionally lifts and/or moves more than 75 pounds.

Position Type and Expected Hours of Work - This is a part-time position. Days and hours of work varied from Monday through Sunday, with different shifts.

Travel - No travel is expected for this position.

Security Clearance (if applicable) - Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.